Back to jobs

Customer Excellence Representative (US)

Job Overview

As a Customer Excellence Representative, you will be the first point of contact and face to our customers. Your primary responsibility is to provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role involves handling customer inquiries and collaborating with various departments. The ideal candidate will have a strong background in customer service, excellent problem-solving skills, and a passion for delivering superior customer experiences.

Primary responsibilities for this role include: 

  • Customer Interaction: Serve as the primary point of contact for customer inquiries and complaints, ensuring timely response showing empathy and driving effective resolution.
  • Process Support: Provide accurate information to our customers about products, services and procedures. Process vendor onboarding requests, orders, returns, and exchanges to support the Order to Cash process.
  • Coordination: Customer request coordination from start to finish, serving as the main point of contact for the customer, managing the step by step process to fulfill the customer request.
  • Collaboration: Work closely with other departments such as Sales, Field Service, Operations, Logistics and Finance, to address customer needs, resolve issues and contribute to cross-functional projects.
  • Record Keeping and Documentation: Maintain detailed and accurate records of customer interactions in our CRM, ERP, and Sharepoint systems. Documents processes and procedures as required; this may include both internal and external documentation.
  • Process Improvement: Identify areas for improvement in customer service processes and work with management to implement changes that enhance efficiency, service quality and customer experience.
  • Customer Experience: Foster an excellent customer experience and drive loyalty and advocacy in the customer base.
  • Policy Adherence: Ensure compliance with company policies and procedures, and contribute to the development of new policies as needed.

We are ideally looking for someone with the following skills and experience:

  • Education: High school diploma or equivalent; college degree preferred
  • Language: Fluent in English (required), Mandarin (preferred), or French or German
  • Experience: Minimum of 1-3 years of experience in a customer service role
  • Skills: Excellent communication and interpersonal skills and the ability to remain calm under pressure. Strong problem-solving abilities. Ability to work in a fast-paced environment.
  • Knowledge: Proficiency in customer service software and tools, with a solid understanding of customer service best practices and industry trends.
  • Attributes: Proactive approach to problem-solving, and a commitment to providing outstanding customer service.

We know there is no such thing as the perfect candidate and that there is great value in transferrable skills, so please don’t feel you have to tick all of the above boxes to apply!

 

We are open to this candidate working from our Waltham, MA (US) office or Oxford (UK) office, and this role requires that the candidate have the right to work in that location.

Refeyn supports hybrid working where the role allows and offers flexible start and finish times. We also have a subsidised weekly lunch for onsite employees and a vibrant social calendar which includes holiday parties and midsummer festivals plus an annual team budget for managers to plan team-building activities.

 

Refeyn is committed to being an equal opportunities employer. We are working hard to create a safe and empowering environment for all, and firmly believe that there is great strength in building teams with different voices, experiences, perspectives and backgrounds. We welcome applicants from all sections of society to join us on our mission to transform analytical workflows using the power of light. 

 

 

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Refeyn Ltd’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.