Customer Experience Representative

Job Description

Customer Experience Representative

Department : Customer Experience

Reports To : Customer Experience Manager

Location : Hudson, WI | New Albany, MS | Remote

Employment Type : Full Time

Job Overview :

The Customer Experience Representative (CXR) is a vital frontline role at Refrigerated Solutions Group (RSG), responsible for managing the entire customer lifecycle from quote to post-sale. This position plays a key part in enhancing customer satisfaction, increasing quote conversion rates, and supporting business growth through proactive, consultative communication. As the primary point of contact for customers and the sales team across various sales channels, the CXR ensures smooth coordination across departments, providing timely support and facilitating effective sales opportunity management.

Key Responsibilities :

• Customer Relationship Management :

Primary Point of Contact : Act as the main liaison for customers, managing customer interactions throughout the entire process from quoting to fulfillment.

Opportunity Management : Manage sales opportunities within Salesforce CRM, advancing opportunities through the stages from identification to order entry.

Internal Process Coordination : Work closely with Quoting, Order Entry, and Production Control teams to ensure smooth and efficient order processing.

Generate Reports : Create reports on sales trends, customer feedback, and process efficiency to support improvements in conversion rates and customer experience.

Customer Feedback : Collect feedback post-delivery to identify opportunities for improving the quoting and sales process.

Qualifications :

Proficiency with Salesforce or other similar CRM platforms is preferred.

RSG is an EEO employer as defined by the EEOC.

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