Customer Experience Associate

As a Customer Experience Specialist, you act as a key interface between customers, sales, and internal stakeholders. You guide customers throughout the pre-sales and order management journey and ensure a seamless and high-quality customer experience. You will collaborate closely with international teams (e.g., Germany) and leverage modern tools and systems to handle customer inquiries efficiently while continuously improving processes.

Responsibilities

Manage and support customers and internal stakeholders throughout the entire customer journey; Handle customer inquiries via phone, email, and MS Teams; Execute order management processes including quotation, order processing, invoicing, returns, backorders, and credits; Analyze and resolve customer inquiries related to orders, deliveries, and invoices; Ensure completeness and accuracy of customer orders by clarifying missing information and payment status; Document all customer interactions in CRM systems; Support sales teams with quotations and customer communication; Collaborate closely with Finance regarding invoicing, refunds, and issue resolution; Contribute to continuous improvement of customer service and operational processes; Provide first-level support for basic technical inquiries and customer complaints

Requirements

Associate degree or 2-4 years of inside sales or customer service; Attention to detail with a commitment to achieving results through service excellence and high standards; Excellent written and verbal communication; Excellent problem resolution; MS Office Suite (Outlook, Excel, Word, PowerPoint); Clear, concise, and articulate written and spoken communication; Strong interpersonal/rapport building skills; Ability to communicate with all levels within the organization; Ability to work cooperatively as a member of a team; Demonstrated ability to discern issues and concerns of customers (internal and external); Ability to remain calm and focused while communicating in a fast-paced environment; Problem-Solving; Listening/Phone Skills; ERP/CRM-System experience

Nice to have

Bilingual applicants are encouraged; ERP experience preferred

Benefits

Flexible hybrid schedule (3 days remote, 2 days onsite); Career growth within a dynamic global company; Collaborative work culture; Individuality welcomed; Flexibility to do what matters to you outside of work