Customer Experience Representative

Position Overview

The Customer Experience Representative plays a key role in driving customer satisfaction and sales growth by providing exceptional service and proactive sales support. This role is responsible for managing inbound inquiries, assisting customers with product selection, processing orders, and identifying opportunities to upsell or cross-sell solutions. By building strong relationships and understanding customer needs, the Customer Experience Representative helps increase revenue while ensuring a seamless purchasing experience.

Customer Experience Representative

• Engage with customers via phone, email, and chat to answer inquiries, provide product recommendations, and drive sales opportunities.
• Process orders, quotes, and returns efficiently while ensuring accuracy and a smooth transaction process.
• Understand the products, services, and markets supported.
• Identify upselling and cross-selling opportunities by understanding customer needs and suggesting relevant products or solutions.
• Proactively follow up with customers on quotes, order status, and potential reorders to maximize sales opportunities.
• Work closely with the Market Development team to support the sales cycle and customer retention efforts.
• Maintain detailed customer records in CRM systems, tracking interactions, preferences, and opportunities.
• Gather customer feedback and provide insights to improve the overall sales and customer experience strategy.

• Strong communication and interpersonal skills with a sales-oriented mindset.
• Ability to build rapport and establish trust with customers.
• Excellent organizational, processing, and time-management skills.
• Problem-solving skills with a proactive approach to addressing customer needs.
• Experience using CRM software and customer support tools.
• Prior experience in customer service, inside sales, or a related field is a plus.
• A background, or immersive understanding of the construction industry, fasteners, or related markets is preferred.

Are you the candidate we are looking for? Send your application along with your CV to

Customer Experience Representative – Add file

• We offer industry-leading salaries to ensure our employees feel valued and motivated to perform at their best.
• Our comprehensive benefits programs include medical, dental, and vision insurance.
• We offer competitive 401(k) retirement plans with company matching to help our employees secure their financial future.

We recognize and reward outstanding performance with our employee recognition programs, including bonuses, awards, and special events to celebrate achievements.

At Fastener Systems, all full-time employees are owners through the ESOP, fostering a vested interest in the company's success. This shared ownership boosts our competitiveness, as each employee-owner benefits from the company's growth. It's an added benefit, alongside the retirement plan, at no extra cost.

This listing includes a separate note about general warehouse duties and inventory responsibilities. If applicable to the role, duties may include organizing, picking, packing, and shipping items, and working with an ERP system in accordance with company procedures. Candidates should be physically fit, detail-oriented, and able to work efficiently.