Customer Experience Representative (Onsite)
On-site · Madison, Wisconsin, United States
Job Summary
Customer Experience Representative role on-site in Madison, WI. You will be the primary contact for stock customers, supporting Sales Managers/Account Managers, processing phone and email inquiries and orders, managing product sizing and samples, and ensuring a seamless customer experience. Responsibilities include handling orders, returns, refunds, and ensuring on-time deliveries; using Excel to forecast and generate reports; coordinating with cross-functional teams to resolve issues; maintaining order visibility in the ERP system; resolving pricing/shipping/quality discrepancies with Accounting and Sales; and contributing to KPIs such as OTIF >96%, EDI/Portal orders >95%, and past-due orders <$100K. Requires strong communication, detail orientation, ability to manage multiple priorities, and proficiency with MS Office; bilingual English/Spanish preferred. This role requires authorization to work in the country and adheres to Placon’s equal opportunity policies; pre-employment checks are required.
Required Qualifications
- Minimum qualifications: A minimum of one year post-secondary specialized course work and one year of business-to-business customer service experience; OR high school education
- Desired Skills: Excellent phone, communication and listening skills
- Bi-lingual - English/Spanish skills preferred
- Two to three years of business-to-business customer service experience. Working toward business related certified/degree program preferred.
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