Customer Experience Specialist

Customer Experience Specialist

As a Customer Experience Specialist, you will be responsible for processing incoming customer calls regarding orders, price quotations, product availability, and order status. You will handle all incoming sales orders received via phone, web, email, and EDI, ensuring they are entered into the ROI system. Additionally, you will generate quotes for stock products, complete required shipping documentation for the delivery of foreign orders, and perform invoicing tasks including the addition of freight charges and customer billing. This role also involves processing credit card orders, daily incoming company mail, and providing administrative support for the sales team. Adherence to ISO 9001 policies and procedures is essential, and you will perform other duties as assigned.

Responsibilities

• Process incoming customer calls requiring orders, price quotations, product availability, and order status.
• Handle all incoming sales orders via phone, web, email, and EDI, entering them into the ROI system.
• Generate quotes on stock products.
• Complete required shipping documentation for foreign orders.
• Perform invoicing tasks, adding freight charges and billing customers.
• Process credit card orders.
• Manage daily incoming company mail.
• Provide administrative support for Sales Support and Sales teams.
• Adhere to ISO 9001 policies and procedures.
• Perform other duties as assigned.

Essential Skills

• Ability to interact with customers in a professional manner.
• Basic computer skills including Microsoft Office, with Salesforce and Microsoft Great Plains preferred.
• Excellent communication skills, both written and verbal.
• Strong customer service skills.
• Good organizational and team-related skills.
• Ability to thrive in a fast-paced, collaborative environment.
• Efficiently work under pressure and meet deadlines.
• Strong work ethic and adaptability in a rapidly changing organization.

Additional Skills & Qualifications

• Sales experience.
• Data entry experience.
• ISO 9001 familiarity.

Work Environment

The work schedule is Monday through Friday between the hours of 7:00 AM to 6:00 PM (40 hours a week), the role will be fully remote after 1 month or 2 weeks of training.

Pay and Benefits

The pay range for this position is $18.00 - $19.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Franklin,MA.

Application Deadline

This position is anticipated to close on Oct 2, 2025.