About the role
The Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving.
CEA's are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time.
This position will sit onsite Monday through Friday 8:30am - 5:30pm.
What You'll Do
Client Support & Responsiveness
Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT)
Acknowledge and triage incoming requests quickly to ensure timely engagement
Communicate clearly and professionally in all client interactions
Provide consistent updates to clients through resolution
Case Management & Execution
Manage assigned cases from intake through resolution using established processes
Accurately document, categorize, and update cases in Salesforce
Follow SOPs to resolve standard and well-defined client issues
Escalate more complex or unclear issues to senior team members when needed
Process Adherence & Quality
Follow established workflows, SOPs, and guidelines consistently
Maintain accurate and complete case documentation
Ensure attention to detail in all client communications and system updates
Identify when processes are unclear or missing and flag to leadership
Collaboration & Team Support
Partner with internal teams as needed to support case resolution
Ask questions and seek guidance when navigating unfamiliar scenarios
Contribute to a positive, professional, and accountable team environment
Learning & Development
Build foundational knowledge of systems, workflows, and client needs
Actively incorporate feedback to improve performance
Develop problem-solving skills and confidence in handling cases independently
Progress toward managing more complex cases with less oversight
What You'll Need
2 years in customer support, client experience, or a related field
Experience in a fast-paced, client-facing, or supply chain environment preferred
Familiarity with CRM or ticketing systems preferred
Comfortable working across multiple tools and systems
What Success Looks Like in This Role
Consistently meets SLA expectations (response time, resolution time, CSAT)
Accurately follows processes and maintains strong case documentation
Demonstrates reliability, accountability, and professionalism
Builds confidence in handling cases with increasing independence
Shows measurable growth in problem-solving and system knowledge
