Customer Experience Representative

5 days ago

Hudson, Wisconsin, United States Refrigerated Solutions Gr Full time

Salary: Starting at $67,800

Department: Customer Experience

Type: Salary Non-Exempt
Reports To: Director, Customer Experience
Location: Hudson, WI, New Albany, MS (Remote Eligible for the right candidate)

Job Overview

The Customer Experience Representative – Scientific (CXR-Scientific) is a key member of the Customer Experience Team, responsible for managing the full customer lifecycle for Norlake Scientific orders—from quote handoff through fulfillment and post-sale follow-up.
 This role combines account ownership, technical coordination, and proactive communication to ensure a best-in-class experience for scientific customers including laboratories, research facilities, and healthcare institutions. The CXR-Scientific acts as the primary customer contact during project execution, coordinating internally across quoting, drafting, production, service, and installation to ensure accuracy, timeliness, and satisfaction.

Key Responsibilities

Order Management & Execution

  • Own the order process from quote handoff to final shipment and installation coordination.
  • Track order milestones, proactively communicate updates, and resolve issues promptly.
  • Ensure documentation, submittals, and revisions are accurate and logged in Salesforce and Kinetic.
  • Manage change orders, order confirmations, and milestone notifications per the CX playbook.

Customer Relationship Management

  • Serve as the single point of contact for assigned Scientific accounts.
  • Deliver proactive communication on project progress, potential risks, and resolutions.
  • Conduct onboarding calls for new customers to establish expectations and contacts.

Cross-Functional Collaboration

  • Partner with Scientific Sales Representatives on quote follow-up and order readiness.
  • Work closely with Technical Sales Specialists to validate complex configurations and documentation.
  • Coordinate with Drafting, Production, Installation, and Service to ensure seamless execution.
  • Engage Finance and Logistics for billing, shipping, and compliance coordination.

Continuous Improvement & Reporting

  • Log all activities, communications, and updates in Salesforce for visibility and reporting.
  • Identify recurring issues and partner with leadership to improve processes.
  • Participate in weekly huddles and quarterly VOC (Voice of Customer) reviews.

Education:

  • Bachelor's degree in business, Engineering disciplines, or related field (or equivalent professional experience).

Experience:

  • 3+ years in customer experience, inside sales, or project coordination—preferably within scientific, technical, or manufacturing environments.
  • Experience managing orders or projects through ERP/CRM systems (Salesforce, Kinetic preferred).

Technical Skills:

  • Proficiency in Salesforce and Microsoft Office Suite.
  • Familiarity with technical drawings, refrigeration, or controlled environment products a plus.

Core Competencies:

  • Exceptional communication and customer-centric mindset.
  • Strong organizational and multitasking ability.
  • Analytical thinking with a focus on accuracy and problem-solving.
  • Team-oriented and collaborative under tight deadlines.

 

 

RSG is an EEO employer as defined by the EEOC.

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