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Customer Experience Representative

2 months ago

Calhoun, United States HMTX Industries Full time
About HMTX

Are you ready to join a company that's pushing the limits of design, innovation, and sustainability? Are you passionate about joining an organization that puts people before profits and serves as a steward of philanthropy among its community?

HMTX Industries, headquartered in Norwalk Connecticut, services a diverse range of construction and renovation markets with renowned flooring products that set the bar for quality, performance, and design. From your home, to work and everywhere in between, HMTX is helping make life more beautiful.

As a member of our team, you'll have the opportunity to work in a dynamic, exciting environment and be a part of a company that is affecting change. Whether it's transcending the status quo on design and innovation or giving back in our local communities - HMTX is always in motion. Join us today

Position Summary

As a Customer Experience Representative, you are responsible for providing accurate and professional service to internal and external customers through answering incoming calls, chats, emails, and messages. This role will provide support throughout the entire order life cycle and play a key role in supporting compliance demands of our customers. The position requires strong communication, problem-solving, and interpersonal skills. As Customer Experience Representative, the ability to multi-task while maintaining attention to detail and accuracy are important.

Responsibilities:
  • Provide professional, courteous, and timely responses to customer requests.
  • End to end manual and EDI order processing.
  • Review and assess customers purchase orders to determine accuracy.
  • Answer incoming customer calls regarding stock checks, order status, order changes, and other related questions.
  • Maintain shared CE inboxes with other team members.
  • Obtain freight quotes when needed.
  • Review and communicate with warehouses regarding open (aging) orders daily.
  • Manage and maintain truckload shipments through TMS.
  • Submit tickets to HD regarding missed/delayed shipments.
  • Effectively interact and communicate with internal team and interdepartmentally to resolve customer needs.
  • Access information from multiple systems to achieve the best solution and provide the most accurate information.
Knowledge & Experience:
  • Must have excellent written and verbal communication skills.
  • Attention to detail.
  • Accurate with simple math formulas
  • Understand and experience with Microsoft Office Suite.
  • Experience with Sage
  • Must be a team player with excellent people and organizational skills.
  • Experience with understanding and processing multifaceted orders.
  • Must be a self-motivated and independent-thinking individual.
  • Experience communicating within an organization and externally with customers.
Education/Certification(s):
  • Requires a High School Diploma or equivalent and previous experience or any combination of education and experience which would provide an equivalent background.
Working Conditions:
  • Work schedule is generally Monday - Friday, 8:00 am - 5:00 pm EST; there are occasional meetings or conference calls or work input outside of office hours due to the nature of customer experience.
  • Some physical activity is required for this job (walking, sitting/standing at a desk).