Customer Experience Representative

JOB SUMMARY:

The Customer Experience Representative serves as the first point of contact for customers by processing orders and coordinating customer requests accurately and timely. This role supports customer satisfaction through effective communication, issue resolution, and adherence to established processes while working independently within defined procedures.

ESSENTIAL/PRIMARY DUTIES:

• Serves as the first point of contact for customer inquiries via phone, email, or other communication channels.
• Maintains a comprehensive understanding of all products and services relative to division of support. Develops and grows relationships with channel partners, working collaboratively to execute on requests.
• Processes customer orders accurately and timely in ERP and CRM systems.
• Provides call center coverage and coordinates customer requests.
• Resolves routine customer issues and escalates complex issues as appropriate.
• Maintains ERP and CRM data accuracy and documentation.
• Coordinates with internal teams to support customer needs and order fulfillment.
• Follows established processes related to customer service, logistics, and compliance.
• Obtains freight quotes and helps coordinate delivery needs with Midmark’s logistics department.

SECONDARY DUTIES:

• Assists with departmental & cross-functional projects and initiatives.
• Trains teammates on departmental processes.
• Runs and updates departmental reports.
• Assist with audits and respond to auditors’ requests.
• Supports other Midmark locations/teammates as needed.
• Participates during customer visits, events, offsite deliveries/installs as needed.
• Supports and implements MPS principles and theme work.

EDUCATION and/or EXPERIENCE:
High school diploma or equivalent and 0-2 years of relevant customer service or order processing experience.

COMPETENCY and/or SKILL:

• Strong communication and organizational skills
• Basic proficiency with Oracle, Microsoft Office, and CRM systems
• Basic knowledge of Midmark products and processes
• Customer service, ERP/CRM, and logistics fundamentals
• Ability to work independently within established procedures and escalate complex issues
• Basic awareness of FDA and ISO requirements

SUPERVISORY RESPONSIBILITIES:
No supervisory responsibilities