Customer Experience Associate
Department: Customer Experience
Reports To: Director, Customer Experience & Revenue Enablement
FLSA Status: Non-Exempt
Location: Garland, TX
OVERVIEW
Fortified Brands is dedicated to providing world-class customer service and we have structured this position to enable you to help the company achieve this goal. The Customer Experience Associate serves as a frontline resource for both order processing and customer inquiries, ensuring timely order fulfillment, accurate communication, and elevating customer satisfaction. The Customer Experience Associate acts as a vital link between customers, sales, distribution, and internal teams, helping to “Make it Happen” at all times. Above all this candidate must embody and embrace the Fortified Brands Core Values.
OUR PURPOSE STATEMENT
Build and invest in businesses that positively impact the world.
OUR NICHE
Fostering and developing products, solutions, and systems.
OUR CORE VALUES
**Lead with Positivity and Respect – **We foster trust, optimism, and respect in every interaction.
**Compete as a Team – **We foster collaboration and teamwork, knowing we win together.
**Innovate with Purpose – **We create bold, lasting solutions that make a real impact.
**Inspire Growth – **We fuel the growth of people, businesses, and brands through bold ideas and relentless execution.
**Own It and Deliver Value – **We take responsibility, act with clarity, and ensure our work creates real impact.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Receive and process customer purchase orders via email and EDI.
Create and send order acknowledgements to customers prior to shipment.
Track orders through fulfillment; provide status updates to customers about inventory, shipping, and delivery.
Coordinate with warehouse or operations teams to release orders on time.
Prepare shipment documentation and assist with the invoice handoff.
Handle customer returns, claims, credit memos, and freight-damage claims; gather documentation for freight claims when needed.
Professionally respond to inbound customer inquiries via phone and email — covering topics like product information, inventory availability, quotes, installation/technical questions, complaints, and warranty issues.
Troubleshoot customer-reported product or installation issues; escalate or resolve as appropriate.
Enter and maintain accurate customer and order data in transactional systems.
Support warranty order processing and maintain warranty records, collaborating with Sales, Product, or Warranty teams as needed.
Build and maintain positive working relationships with sales reps, distributors, and internal teams to facilitate smooth order cycles.
Recommend process improvements based on customer feedback or recurring order issues.
Other duties as assigned by management.
SUPERVISORY RESPONSIBILITIES:
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:
Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delay, or unexpected events.
Attention to Detail – Demonstrates thoroughness in accomplishing a task through concern for all the areas involved; carefully monitors the details of own and others’ work to ensure accuracy and quality; plans and organizes time and resources efficiently; completes all work according to procedures and standards.
Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Dependability – Follows instructions; responds to management direction; takes responsibility to own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternative plan.
Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Focus – Identifies and prioritizes customer needs and recognizes constraints; responds promptly to customer needs; seeks to find out more about customers and provide a better product or service; adopts professional approach to customers; is reliable and delivers on promises.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Additional Requirements
Certificates/Licenses/Registrations
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job operates in a professional office environment. This role routinely uses standard office equipment.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand; talk, hear, and use hands and fingers. Specific vision abilities required by this job include close vision requirements. Light to moderate lifting is required.
ACKNOWLEDGEMENTS: The above job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change based on organizational needs and other factors.