Customer Experience & Operations Associate

Customer Experience & Operations Associate
Location: 1 Dixon Square, Chestertown, MD 21620
Work Hours: 8:00 AM - 5:00 PM, Monday through Friday
Pay Range: $22.00 - $25.00/Hourly

Make the Right Connection—Build Your Career with Dixon!

The Dixon Group is looking for a Customer Experience & Operations Associate to join our team! In this role, you will manage order processing, address customer inquiries, provide detailed product information, and resolve service or product issues in a timely manner. Your ability to communicate effectively and maintain a thorough understanding of our product lines will drive success across interactions ranging from small enterprises to large industrial corporations. Additional responsibilities include supporting accounts receivable, invoicing, file maintenance, and special projects.

At The Dixon Group, we value the contributions of our Military Veterans and proudly employ our nation’s heroes. Veterans are strongly encouraged to apply.

What You'll Do:

• Serve as the primary point of contact for customer inquiries via phone and email, providing accurate product details, technical support, and solutions.
• Accurately process new orders, returns, and exchanges in accordance with company policies and established guidelines.
• Determine the best methods to resolve complex customer service issues efficiently while ensuring high customer satisfaction and adherence to organizational policies.
• Conduct periodic outreach calls to existing customers to evaluate satisfaction levels with products and services.
• Document all customer interactions and maintain detailed records in the CRM system. Oversee customer billing, accounts receivable tasks, and filing systems.
• Partner with internal specialists for quotes and inquiries, and collaborate with technical teams to address product-related issues.
• Provide guidance and training to lower-level customer service representatives and assist with special projects as assigned.
• Adhere to all safety protocols and maintain a clean, organized workstation.

What We’re Looking For:

• High school diploma or GED equivalent is required. Associates or Bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Minimum of 3 years of customer service experience in a manufacturing or industrial setting.
• Demonstrated understanding of industrial products and services.
• Proficiency with CRM systems for documentation and account tracking.
• Basic familiarity with accounts receivable, billing, and order-entry workflows.
• Clear, professional, and concise verbal and written communication skills to articulate product details and resolve inquiries effectively.
• Ability to fully focus on customers, understand their concerns, and respond with tailored, appropriate solutions.
• Strong analytical mindset to determine the best methods for resolving complex customer service issues while adhering to organizational policies.
• Prior experience handling accounts receivable or billing functions within an industrial or B2B environment.
• Demonstrated history of mentoring, guiding, or training peers.

What We Offer:

• Medical, dental, and vision insurance for you and your family
• Competitive salary
• Bonus programs
• 401K retirement plan
• Training opportunities
• Tuition reimbursement
• Paid vacation, PTO, and holidays
• Gym reimbursements, and more!

Who We Are: The Dixon Group is a global, family-owned manufacturing company with a history of over 100 years of operation in the U.S.A. Based in Chestertown, Maryland, with distribution centers located worldwide. The company has a diverse workforce and a strong values-based culture. As an innovator in the hose coupling industry, our mission is to provide real solutions for our customers while fostering a supportive and collaborative work environment.

Join us and be a part of a team that values your contributions and supports your goals!

We do not provide sponsorships to work in the United States.

The Dixon Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices and laws. Accordingly, to the fullest extent required by applicable law, The Dixon Group strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons. 

The Dixon Group is committed to protecting the privacy rights of its employees and job applicants to the fullest extent required by applicable law.  To that end, personal information will be collected solely for those legitimate business purposes recognized by law, and then maintained in a manner consistent with all applicable laws and regulations pertaining to document retention requirements.  The Dixon Group does not sell personal information to third parties, and does not share such personal information with third parties except when authorized by law to do so (e.g., in response to a lawful subpoena; mandatory tax reporting; etc.)