Customer Experience Representative

Description

The Customer Experience Representative coordinates with and supports our Inside Sales, Regional Sales Managers and Operations by handling non-sales customer interactions. This role will influence order tracking and customer communication processes as well as credit and return request handling. Critical to this role is efficient and timely responses to customer inquiries and efficient resolution of issues. The Customer Experience Representation will work efficiently to handle and resolve customer inquiries and ensure a high degree of customer satisfaction based on ratings and feedback from customers.

DUTIES

- Contractual Admin & Quotation – Generate accurate and timely quotes for contractual customers based on agreement terms and maintain SLAs

- Mill Reports & Certifications – Retrieve, manage, and send mill test reports (MTRs) and certifications while maintaining organized records

Credit & Returns Processing – Handle credit requests and product returns, working closely with finance to process refunds and replacements

- Customer & Subcontractor Account Management – Set up new customers and subcontractors in the system, maintain ship/bill information, and update contact details

- Customer Communication & Issue Escalation – Act as the first point of contact for order-related inquiries, including order status, proof of delivery, and shipment updates.

- Cross-Functional Coordination – Work with Inside Sales, Regional Sales Managers, and Operations to ensure seamless order fulfillment and customer satisfaction as needed

Required Qualifications

- Bachelor’s Degree or equivalent years of experience

- Strong Communication Skills

- Customer Service – Ability to handle customer inquiries, resolve issues efficiently, and maintain a professional approach.

- Systems Knowledge – Proficiency in ERP, CRM, and order management systems to ensure accurate data handling

- Detail-Oriented – Strong focus on accuracy in quotes, contracts, and account management.

Compensation

We are an Equal Opportunity Employer

Please view Equal Employment Opportunity Posters provided by OFCCP

Company Overview: Founded in 1890, A. M. Castle & Co. is a global distributor of specialty metal and plastic products and supply chain services, principally serving the producer durable equipment, oil and gas, commercial aircraft, heavy equipment, industrial goods, construction equipment, retail, marine and automotive sectors of the global economy. Its customer base includes many Fortune 500 companies as well as thousands of medium and smaller-sized firms spread across a variety of industries. Within its metals business, it specializes in the distribution of alloy and stainless steels; nickel alloys; aluminum and carbon. Together, Castle operates service centers located throughout North America, Europe and Asia.