The Primary Role At Caldera, our customers are at the heart of everything we do — and the Customer Experience Representative is the voice and face of that commitment. In this role, you’ll be the first point of contact for our customers, making sure every interaction is positive, professional, and solution-focused. From guiding orders through our system to answering questions and resolving issues, you’ll ensure that each customer feels supported and valued. This isn’t just about transactions — it’s about building relationships that reflect Caldera’s dedication to quality, reliability, and care. The Compensation Competitive compensation package to the right candidate based on proven experience The Organization Caldera is an industrial fabrication firm with production facilities across three states, in the midst of a strategic transformation from traditional fabrication to an engineered solutions provider. With over 100 employees, we're building something scalable, world-class, and leading in sectors like AI data centers, industrial power and equipment, and national defense. This comprehensive repositioning touches every aspect of our business, including our commitment to precision manufacturing that exceeds customer expectations. The People You'll join a hungry and loyal team committed to transforming traditional fabrication from the inside out. Our people are highly skilled fabricators, engineers, and operational experts who bring decades of industrial experience combined with a love for innovation. We're straightforward problem-solvers who take pride in turning complex challenges into elegant solutions, always asking "how can we do this better?" The production team values direct communication, continuous improvement, and taking care of each other while delivering results. As we evolve into a more sophisticated organization, we need someone who shares our passion for the work itself and believes that excellence in manufacturing makes a difference for our customers and our community. The Scope Serve as the main contact for customer inquiries via phone, email, and other communication channels. Process orders accurately and efficiently, ensuring compliance with company procedures. Provide customers with updates on order status, lead times, and delivery schedules. Resolve customer complaints, concerns, and service issues promptly and effectively. Collaborate with sales, production, engineering, and logistics teams to meet customer needs. Document customer interactions, orders, and feedback in CRM and ERP systems. Assist in preparing quotes, contracts, and other customer documentation. Identify opportunities to improve customer satisfaction and escalate recurring issues for process improvements. Represent Caldera in a professional manner, reinforcing the company’s values of reliability, quality, and innovation. Ensure compliance with Caldera’s IT security and data protection policies. The Key Qualifications High school diploma required; Associate’s or Bachelor’s degree preferred. 1–3 years of customer service or account support experience, preferably in manufacturing or B2B environment. Strong verbal and written communication skills. Proficiency with Microsoft Office Suite and familiarity with CRM/ERP systems. Ability to multitask, prioritize, and manage time effectively. Problem-solving mindset with attention to detail and accuracy. Team-oriented with a commitment to providing outstanding customer experiences. The Benefits Comprehensive health and dental insurance, 401(k) with company match, paid time off starting at 3 weeks (increases with length of service) We are an equal opportunity employer. We strive to be a leader in diversity and inclusion, to continually lead with our values, and to allow our team to develop their potential, bring their full selves to work, and fully engage with each other. We believe that our diversity makes our team stronger. This job description is not a binding contractual document. It is provided as a guide to types of duties required to be undertaken. This position may include other related duties as assigned. Duties vary from time to time and this description is subject to review and modification. Physical Demands Behavior Frequency Details Lift/Carry O Up to 20 lbs. (files, binders, laptop/equipment) Stand O During meetings, presentations, or site visits Walk O Between office areas and during occasional facility tours Sit C Extended periods for computer and analysis work Fine Manipulation C Typing, data entry, and use of calculator or office equipment Handling/Typing C Regular computer and documentation tasks Vision C Extended screen time for spreadsheets, reports, and data review Hearing C Communication in meetings and phone/video calls Speaking C Frequent communication with internal teams and external stakeholders Frequency Key: N = Not Applicable O = Occasionally (up to 33% of the time, 0–2.5 hrs/day) F = Frequently (33–66% of the time, 2.5–5.5 hrs/day) C = Constantly (more than 66% of the time, 5.5+ hrs/day) Work Environment Primarily office-based with daily computer and phone use. May occasionally visit production facilities for inventory reviews, audits, or tours. Fast-paced environment requiring accuracy, problem-solving, and cross-departmental communication.
Salary:
Employment Type: ["Full-time"]
Qualifications
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