Customer Experience Representative

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Respond to a high volume of incoming calls and address customer inquiries.

• Input and oversee customer orders of varying complexity, ensuring precision, timeliness, and compliance with both customer-specific requirements and Duravent policies.

• Coordinate and manage custom project opportunities, which includes quoting and executing orders based on technical drawings, specifications, and construction submittals.

• Provide customers and distributors with information regarding pricing, product availability, and lead times via phone and email.

• Investigate and handle credits, returns, complaints, and customer escalations.

• Navigate through pricing adjustments, customer-specific agreements, and program requirements to ensure accuracy in orders.

• Develop a strong understanding of multiple product brands and familiarize yourself with new products, systems, and processes.

• Collaborate with Sales, Manufacturing, Logistics, Product Management, Engineering, and other internal teams.

• Identify solutions, communicate updates proactively, and ensure a positive customer experience throughout the order lifecycle.

• Manage multiple priorities in a fast-paced setting while maintaining attention to detail and fulfilling customer expectations.

• Foster strong relationships across departments and contribute to the overall success of the Customer Experience team.

⛳️ Requirements

• A high school diploma or GED is required.

• Minimum of 5 years of experience in a customer service role.

• Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.

• Experience with pivot tables and V-lookups is a plus.

• Familiarity with an ERP system, particularly Oracle and/or SAP.

• Must possess current U.S. work authorization without the need for future visa sponsorship.

🏝️ Benefits

• 401(K) with company matching.

• Thirteen paid holidays.

• Paid vacation time.

• Paid personal time off.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Long-term disability insurance.

• Short-term disability insurance (variable by state).

• Life insurance.

• Flexible spending accounts.

• Employee assistance plan.