Customer Experience Specialist Primary Purpose:

Supporting the Sales organization and its customers by handling administrative duties, responding to customer inquiries and ensuring a best-in-class customer experience

Essential Job Functions:

Work as part of a centralized team supporting the entire sales organization. Work with the sales team to manage post sales activities. Coordinate with the warehouse to ensure shipments leave on schedule. Send shipping confirmation emails to customers. Handle Inbound/Outbound calls/emails on order status, shipments, RMAs. Handle inbound/outbound calls/emails for order status, RMAs, warranties. Monitor open support cases and provide feedback to account owners. Liaise with Purchasing/Logistics/Finance to resolve issues (credits, returns). Manage documentation (invoices, shipping labels) and sales admin tasks. Respond to customer inquiries for Invoices and other customer facing documentation. Work directly with sales staff and customers to resolve any customer issues - escalating to appropriate levels when necessary. Maintain shared customer-service knowledge base Supply daily open-order and back-order reports to RSM's Track KPIs (case resolution time, CSAT/NPS).

People & Culture:

Model Abatement's values in all that you do and hold others accountable in maintaining the integrity of them. Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability. Commitment to Health and Safety, consistently following all policies/rules and procedures.

Education and Work Experience:

High school diploma; 1+ year in customer service (construction/industrial a plus). Minimum 2 years relevant experience preferred. Excellent organizational and communication skills. Must be able to interact effectively with other staff members, customers, vendors, suppliers, and affiliates.

Knowledge, Skills, and Abilities:

Excellent interpersonal and customer service skills. Shipping/return policies, basic ERP/CRM navigation. Active listening, conflict resolution, data entry accuracy. Prioritize urgent requests; adapt to process changes.