The McAlear Group · 1 hour ago
Customer Experience Representative-Corporate
Maumee, OH
Full-time
Onsite
Entry Level
2+ years expThe McAlear Group is a company focused on optimizing customer interactions within their Service Center. They are seeking a Customer Experience Representative to deliver a professional and consistent customer experience, manage inquiries, and contribute to customer loyalty and brand perception.
AccountingBrand MarketingManufacturingMarketingWholesale
Hiring Manager
Michelle Topel
Responsibilities
Onsite presence. This position is based at our Service Center and requires regular onsite presence. Remote or hybrid work is not available for this role
Greet and welcome customers as they enter the Service Center, ensuring a warm, professional first impression
Provide first-line customer support in person, answering questions, and guiding customers through available products and solutions
Respond to customer inquiries promptly and accurately via phone, email, chat, or in person with pleasant and efficient chat etiquette
Serve as the primary owner of the Service Center for phone queue, striving for strong pickup performance and excellent call handling
Manage customer frustrations with empathy and professionalism, resolving issues effectively, and escalating when appropriate
Process customer orders and manage transactions with accuracy, efficiency, and attention to detail
Schedule deliveries and provide required communication, such as lead times, for Delivery Direct Program
Execute Service Center workflows and work instructions to address customer needs and ensure smooth daily operations
Contribute to the overall customer experience by ensuring every interaction is positive, informative, and aligning with the company’s values
Ability to effectively communicate information, provide inquiry resolution, and respond to customer escalation per expected processes
Serve as a knowledgeable resource to customers utilizing company workflows and processes
Present customer solutions align with company expectations and standards
Effectively carry out a series of work instructions within the service center to address customer needs and process transactions promptly
Maintain accurate customer records by documentation of customer interactions in CRM and ERP software
Actively supporting the sales department in achieving goals by being a team player and providing uniquely better customer service
Utilize technical tools to support customer engineering needs, including basic troubleshooting or process guidance
Serve as a liaison between customers, freight carriers, and internal departments
Monitor and move slow-moving inventory to improve service center stock numbers
Processes RGAs
Identify and recommend improvements in sales, marketing, and purchasing processes
Support the service center by completing assigned tasks
Assist team members as needed
Other duties as assigned
Qualification
Required
High School Diploma or equivalent
Strong computer proficiency in MS Office (Word, Excel, Outlook, Teams), customer relationship management (CRM) and Salesforce
Strong written and verbal communication skills
Troubleshooting and problem-solving abilities
Demonstrate and provide exceptional customer service
Adaptability and flexibility
Strong emotional intelligence – empathy, patience, and active listening
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Ability to understand and address customer needs
High attention to detail and organizational skills
Positive customer service attitude and problem-solving mindset
Strong interpersonal skills, with a sense of humor appreciated
Team-oriented with a strong work ethic and a positive, proactive attitude
Onsite presence. This position is based at our Service Center and requires regular onsite presence. Remote or hybrid work is not available for this role
Preferred
Some college or two-year degree
2-3 years of sales or inside sales experience
Benefits
401k
Health and life insurance
Employee Assistance Program (EAP)
Disability coverage
PTO
Company
The McAlear Group
The McAlear Group is comprised of three diverse companies, each within a unique and diverse manufacturing industry.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
T
Tom Martin
Director
Company data provided by crunchbase