Customer Experience Representative at DWYER INSTRUMENTS, LLC

Description

Working under the general direction of the Inside Sales Manager, the Customer Experience Representative plays a key role in supporting the company’s commercial growth and profitability goals. This position serves as the primary liaison between the factory, external independent sales agents, and customers for order fulfillment activities. The Inside Sales Representative provides timely, accurate, and professional sales support to customers and partners, helping to drive revenue and ensure high levels of customer satisfaction. The position aligns closely with Regional Sales Managers to achieve overall sales goals and objectives.

Essential Job Functions

• Respond      promptly and accurately to customer and sales partner inquiries (via      email, phone, website, or written communication) regarding pricing,      availability, delivery, and order status.  
• Provide      product quotations in alignment with established pricing policies and      commercial terms.  
• Utilize      and maintain proficiency with company sales tools, including Syteline,      CRM, websites, and other business systems to ensure accurate and efficient      order processing and customer support.  
• Interface      and cooperate effectively with internal departments such as sales,      production planning, manufacturing, engineering, QA, accounting, legal,      and others to ensure accurate order entry and fulfillment.  
• Coordinate      with sales order entry staff to ensure that customer requirements are      properly documented and processed for smooth order fulfillment and on-time      delivery.  
• Ensure      resolution of commercial issues, including order changes, delivery status      updates, and agreement terms, in a timely manner.  
• Maintain      knowledge of company products and policies to effectively support sales      activities.  
• Represent      the company in a professional manner to build and maintain strong      relationships with customers and sales representatives.  
• Support      the development and execution of sales project plans, including      tracking key milestones and ensuring customer satisfaction.  
• Evaluate      and monitor contract performance to ensure compliance with commercial      terms and identify potential changes as needed.  
• Prepare      and review quotations to ensure alignment with company capabilities and      customer requirements.  

Requirements

• Proven      experience in inside sales, customer service, or related commercial roles.       
• Strong      communication, organizational, and problem-solving skills.  
• Ability      to work effectively across multiple departments and with external      partners.  
• Proficiency      with ERP/CRM systems and standard office software.  
• Detail-oriented      with a strong focus on customer satisfaction and follow-through.