Customer Experience Representative

Role Overview

The Customer Experience Representative plays a vital role in strengthening relationships and building loyalty across our distributor and original equipment manufacturer (OEM) customer base. This role delivers exceptional service through timely communication, problem-solving, and collaboration with internal teams to ensure a seamless customer experience. Customer Experience Representatives are empowered to champion customer needs, resolve issues, and contribute to continuous improvement efforts. Familiarity with manufacturing environments and proficiency in MRP/ERP and CRM systems is essential.

Work Environment: Hybrid working scheme – Farmington, CT

Key Responsibilities

• Own the customer experience by delivering high-quality phone and email communication with professionalism, tenacity, and a solution-oriented mindset.
• Process and manage customer orders, including review, changes, expediting, tracking, and updates.
• Respond to customer inquiries related to pricing, availability, delivery timelines, and order status with accuracy and urgency.
• Investigate and resolve customer complaints or escalations calmly and professionally, following established protocols to ensure satisfaction.
• Manage returns (RMAs) and credits in alignment with company policies, ensuring timely and accurate resolution.
• Use Salesforce to document customer interactions, identify trends, and support consistent service.
• Collaborate with sales, supply chain, engineering, and operations to resolve issues and align on customer priorities.
• Maintain current knowledge of products, services, and internal processes to provide accurate and confident support.
• Participate in process improvement initiatives that enhance customer experience and operational efficiency.
• Meet individual and team KPIs, including order accuracy, responsiveness, resolution rate, and customer satisfaction.
• Perform other related duties as assigned to support the team and overall business objectives.

Critical Competencies for Success

• Associate's degree OR High School diploma with 3–4 years of customer-facing experience
• Positive, customer-focused attitude with a passion for solving problems
• Strong interpersonal and communication skills, with the ability to build relationships and collaborate across teams
• Detail-oriented and highly organized, with the ability to manage multiple priorities effectively
• Proficient in Microsoft Office and comfortable working with business systems (e.g., CRM, ERP)
• Self-driven with the ability to work independently, take initiative, and translate direction into action

What IMI Can Offer You
At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs. 

See below for a general overview of our amazing perks and benefits:

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans with a low-cost share
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching
• 14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent)
• 4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent)
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups 
• PTO, encompassing inclusive holidays 
• Career Development opportunities (IMI’s ‘Catalyst’ Program)
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.
• Mental Health and wellness programs to support you and your family
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee
• Free financial advisors, webinars, and classes through Charles Schwab
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee only price - no opportunity to lose, only to profit or refund your investment 100%

**Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date**

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.