Entry-level Customer Experience Representative

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Lube-Tech provides an environment where you can love what you do and display your true potential.

What you will enjoy by being a part of a 2024 USA Great Place to Work certified company:

A position that is: Hourly, Full time, Mon-Fri

With top-tier benefits starting DAY ONE including:

• Medical Plan options, including fertility coverage and free mental health and telehealth coverage
• Dental, and Vision Insurance
• FSA/HSA options
• Paid parental leave
• Company-provided short-term disability, long-term disability and life insurance
• Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
• 401(k) with a generous company match
• Free virtual exercise therapy and health coaching
• Pet Insurance Benefits
• Tuition reimbursement
• 21 Paid Days Off
• 7 Paid Holidays
• Profit Sharing accelerated by YOUR performance

Exclusive role benefits:

• Short-term Incentive Plan (STIP)
• Dress For Your Day (casual dress environment)
• Work Your Way (hybrid work) – Three days on site with anchor day on Wednesdays
• Paid comprehensive on-the-job training
• Company computer provided
• Company provided tools and personal protective equipment
• Career advancement opportunities

HOW YOU WILL CONTRIBUTE TO OUR TEAM(Overview & Key Responsibilities):

The Level 1 Customer Experience Representative (CER-1) manages the complete Sales Order Process while providing internal and external stakeholder support. This is an experienced Customer Experience role and handles our mid to higher tier customers.

Customer Experience Representative:

• Function within the guidelines of Lube-Tech’s “Team Ground Rules”, Mission Statement and ISO processes.
• Proactively identify and present ideas mitigate issues and to improve team performance and customer satisfaction.
• Ensure fulfillment of orders through effective and professional information exchange and daily interface (as appropriate and required) with customers, project managers, sales team, internal and external shipping contacts and supply chain coordinators.
• Process customer orders received via all input methods in an effective and timely manner to target 100% customer satisfaction.
• Maintain accurate customer information in all systems.
• Manage the routing and fulfillment of customer requests for information relating to order fulfillment, such as requests for pricing, product availability, MSDS, product specification sheets, and shipment tracking
• Adhere to documented order fulfillment processes and procedures to ensure customer shipments are made accurately, complete, and on-time Investigate and resolve any open orders that should have been billed and delivered.
• Produce and follow up on customer returns.
• Support both internal and external customers by proactively managing order fulfillment process.
• Be accountable and follow through on all projects assigned by management.
• Maintain and review customer logs and proactively identify resolution for preventative action.
• Establish key client relationships in order to facilitate improved administration and customer satisfaction.
• Collaborate with transportation, warehouse managers and external carriers to ensure timely and proper delivery.
• Other duties as requested and assigned.

WHAT YOU NEED TO SUCCEED (Minimum Qualifications):

Education: High School Diploma or GED

• Strong customer relations and inter-personal skills.
• Excellent problem-solving skills and customer focus mentality.
• Flexibility and appreciation of a fast-moving environment.
• 2-3 years of Customer Service experience with Lube-Tech preferred.
• Proficiency in MS Office software.
• Demonstrated ability to learn quickly and think on feet.
• Ability to work independently on multiple activities, showing appropriate level of prioritization and escalation skills and consistently meeting deadlines.
• Ability to communicate (written and verbal) clearly and concisely with both external and internal customers/distributors consistently maintaining a positive image.
• Ability to handle delicate customer situations with a high degree of professionalism.
• Strong organizational, interpersonal skills, attention to detail, self-starter, and ability to work with various functions and levels.

Lube-Tech is an Equal Employment Opportunity/Affirmative Action Employer. Qualified applicants including women, minorities, veterans, and individuals with disabilities are encouraged to apply.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)