Customer Experience Representative III

JOB TITLE: Customer Experience Representative III

REPORTS TO: Customer Experience Manager

DEPARTMENT: Commercial

LOCATION: Columbus, OH

PAY RANGE: $70,000 USD annually - Final compensation

will be based on experience, skills, and qualifications

PAY/WAGE TYPE: Salaried | Exempt

WORK HOURS: Full-time

JOB SUMMARY

The Customer Experience Representative III is responsible for providing exceptional service and support to Plaskolite’s customers by managing orders, responding to inquiries, and ensuring accurate and timely communication throughout the order fulfillment process. This role serves as a primary point of contact between customers, Sales, Production, and Distribution teams to ensure customer satisfaction and operational efficiency.

The Customer Experience Representative III maintains ownership of customer accounts, processes orders accurately, resolves issues promptly, and upholds Plaskolite’s reputation for reliability and customer focus. This position plays a vital role in supporting sales objectives, building strong relationships, and promoting the company’s commitment to excellence and the “One Plaskolite” culture of collaboration, integrity, and responsiveness.

This position requires attention to detail, the ability to work in a fast-paced manufacturing environment, and a strong commitment to safety, teamwork, and quality—reflecting Plaskolite’s core values of Integrity and Improvement.

ESSENTIAL TASKS AND RESPONSIBILITIES

• Serve as the primary contact for assigned customer accounts, managing all aspects of order entry, confirmation, and fulfillment.
• Process customer purchase orders accurately and efficiently in the company’s ERP system, ensuring pricing, product, and delivery details are correct.
• Communicate proactively with customers regarding order status, shipment updates, product availability, and delivery schedules.
• Collaborate with Sales, Production Planning, and Distribution teams to ensure timely and accurate order fulfillment.
• Respond promptly and professionally to customer inquiries regarding products, lead times, order status, and general service requests.
• Investigate and resolve order discrepancies, shipping errors, or product issues in coordination with relevant departments.
• Support logistics coordination, including shipment tracking, freight arrangements, and delivery confirmations.
• Partner with Finance to assist with billing inquiries, credit holds, or invoice discrepancies as needed.
• Provide quotations and pricing support to Sales and customers when requested, ensuring accuracy and consistency.
• Monitor open orders and backlogs to ensure timely completion and proactive communication of potential delays.
• Work closely with Sales Representatives to align customer service activities with account goals and business strategy.
• Maintain a high level of product and system knowledge to provide accurate and informed support to customers.
• Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
• Handle escalated or complex customer issues that require higher-level troubleshooting or judgment.
• Serve as a point of contact or mentor for new team members regarding policies, systems, or best practices.
• Manage priority customer accounts or high-value clients to ensure premium support experiences.
• Embody Plaskolite’s “One Plaskolite” values by fostering collaboration, integrity, and customer-centric service.
• Perform other customer service and administrative support duties as assigned by management.
• All other duties as assigned.

QUALIFICATIONS

Education and Experience:

• Bachelor’s degree preferred
• And/or
• 4+ years of Customer Service Experience required

Skills and Competencies:

• Customer Focus
• Attention to Detail
• Written Communication
• Oral Communication
• Planning and Organizing
• Teamwork

AVAILABLE BENEFITS

(Use standard language: do not modify)

• Sign-On Bonus

• Health Insurance

• 401(k) and Employer Contribution

• Paid Time Off

• Paid Holidays

• Dental Insurance

• Vision Insurance

• Life Insurance

• Employee Discount Program

• Tuition Reimbursement

• Voluntary Life Insurance

ABOUT PLASKOLITE

PLASKOLITE is a global leader in manufacturing of engineering thermoplastics, including Acrylic, Polycarbonate, ABS, Olefin and PETG Sheet, Extruded Profiles and PMMA Polymers. Founded in 1950, by Donald Dunn and family, PLASKOLITE has a reputation for providing the highest quality products in the industry. Our innovative thermoplastic solutions are used in a wide variety of applications, including glazing, safety shields, lighting, signs and point-of-purchase displays. Headquartered in Columbus, Ohio, with manufacturing facilities throughout North America and Europe, Plaskolite delivers superior thermoplastic sheet, profiles, and polymers to the world through long-lasting customer relationships and hands-on customer service.

PLASKOLITE is committed to providing equal employment opportunities to qualified individuals with disabilities. If requested, the Company will provide reasonable accommodation to otherwise qualified individuals where appropriate to allow the ++individual to perform the essential functions of the job, so long as doing so does not create an undue hardship on the business.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.