Customer Experience Specialist, ATI

Customer Experience Specialist

Primary Purpose: Supporting the Sales organization and its customers by handling administrative duties, responding to customer inquiries and ensuring a best-in-class customer experience

Essential Job Functions:

• Work as part of a centralized team supporting the entire sales organization.
• Work with the sales team to manage post sales activities.
• Coordinate with the warehouse to ensure shipments leave on schedule.
• Send shipping confirmation emails to customers.
• Handle Inbound/Outbound calls/emails on order status, shipments, RMAs.
• Handle inbound/outbound calls/emails for order status, RMAs, warranties.
• Monitor open support cases and provide feedback to account owners.
• Liaise with Purchasing/Logistics/Finance to resolve issues (credits, returns).
• Manage documentation (invoices, shipping labels) and sales admin tasks.
• Respond to customer inquiries for Invoices and other customer facing documentation.
• Work directly with sales staff and customers to resolve any customer issues - escalating to appropriate levels when necessary.
• Maintain shared customer-service knowledge base
• Supply daily open-order and back-order reports to RSM's
• Track KPIs (case resolution time, CSAT/NPS).

People & Culture:

• Model Abatement's values in all that you do and hold others accountable in maintaining the integrity of them.
• Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability.
• Commitment to Health and Safety, consistently following all policies/rules and procedures.

Education and Work Experience:

• High school diploma; 1+ year in customer service (construction/industrial a plus).
• Minimum 2 years relevant experience preferred.
• Excellent organizational and communication skills.

Must be able to interact effectively with other staff members, customers, vendors, suppliers, and affiliates.

Knowledge, Skills, and Abilities:

• Excellent interpersonal and customer service skills.
• Shipping/return policies, basic ERP/CRM navigation.
• Active listening, conflict resolution, data entry accuracy.
• Prioritize urgent requests; adapt to process changes.