Customer Experience Representative

Job Title: Customer Experience Representative 

Reports To: Assistant Customer Experience Manager 

FLSA Status: Non-Exempt  

Status: Full Time 

Department: Customer Experience 

Location: Akwesasne, NY 

Company Overview
Tarbell Management Group (TMG) is a proud Mohawk family-owned enterprise dedicated to its 
mission of “empowering economic sovereignty for Tribal Nations and trusted partners”. TMG 
has grown from a small local business into a diversified organization serving Indian Country and 
beyond, with operations spanning petroleum wholesale and transportation, convenience and 
restaurant services, tobacco manufacturing, brand management and national distribution and 
shared services.

Our Core Values:
TMG offers a competitive total rewards package that includes medical, dental, and vision coverage, 
a 401(k) with company match, paid time off, telemedicine access, optional Aflac coverage, and 
other employee benefits that support work-life balance and well-being.

Job Summary 

The Customer Experience Representative (CER) is a member of the Business-to-Business (B2B) team for Tarbell Management Group (TMG). This role supports the customer experience, accounting functions, and administrative operations with professionalism, accuracy, and a commitment to TMG’s mission: To Help Native America Thrive.  

This position upholds TMG’s Mission and Core Values by demonstrating integrity, accountability, respect, continuous learning, and follow-through in daily work. At TMG, how we work matters as much as what we achieve, and team members are expected to model these values through their actions and relationships. This includes following the Good Path, Aiming High, Honoring the Circle, Nurturing a Good Mind, and Holding the Fire. 

The CER provides knowledgeable support on products, services, and internal processes. This position requires exceptional communication, relationship-building, and organizational skills and is expected to always model TMG’s Mission and Core Values.  

Primary Responsibilities (includes but is not limited to) 

Key Responsibilities:  

• Deliver consistent, high-quality customer service via phone, email, and mail.  
• Manage key accounts with personalized attention and care.  
• Independently troubleshoot issues following documented SOP’s. 
• Manage customer concerns and inquiries.  
• Collaborate with sales, operations, and finance teams to resolve issues.  
• Answer calls promptly and courteously. 
• Exercise sound judgement when making decisions in the absence of leadership. 
• Prioritize, triage, and complete daily tasks efficiently.  
• Manage time effectively and complete routine tasks promptly while maintaining accuracy.  
• Proactively communicate with customers to provide updates or relevant information. 
• Prepare complete, accurate, and timely reports with all required information and signatures. 
• Maintain clear and consistent communication with all relevant departments and stakeholders.  
• Foster a positive, collaborative work environment.  
• Willingly support additional shifts or extended hours when the job requires.  
• Independently assess and prioritize tasks in a dynamic environment.  
• Identify and report safety concerns or risks promptly.  
• Adhere to all established safety procedures and guidelines.  

Order Processing & Billing 

• Confirm purchase orders, verify calculations, and process orders through designated systems.  
• Generate picking slips and invoices for Mohawk Distribution (MD), Ohserase Manufacturing (OM), and NECO Petroleum.  

Order Verification 

• Ensure finished goods are accurately processed, picked, packed, and verified prior to shipment.  
• Confirm correct SKU quantities and documentation for all OM, MD, and NECO shipments. 

Shipping Support  

• Serve as backup to the Fulfillment Manager and Logistics Manager by arranging daily shipments.  
• Compare freight costs using the designated broker and select carriers based on rate and transit time.  
• Prepare bill of lading documents, label freight, and maintain the Shipping Log Excel spreadsheet.  

Inventory Maintenance  

• Validate inventory levels before processing new orders.  
• Confirm product availability and report low or out-of-stock SKUs to the manager.  

Reporting & Administrative Support  

Data Entry & Spreadsheet Management  

• Maintain all spreadsheets and CRM data daily and monthly, ensuring accuracy and completeness.  

Filing & Recordkeeping 

• Maintain organized, accurate, and orderly files, including invoices, purchase orders, return packets, customer licenses, and related documentation.  

Minimum Qualifications 

• Strong communication and interpersonal skills  
• Organized, professional, and culturally aware.  
• Computer proficiency with internet access and Microsoft Office.  
• Mathematically inclined to read data and interpret data.  

Preferred Qualifications: 

• High school diploma or equivalent. One or more years of customer service, order processing, administrative support, or related experience.  
• Experience working within Native American territories or Tribal communities.  

Physical and Work Requirements: 

• Must be able to stand, walk, bend, and climb during events and store visits 
• Occasionally lift or move up to 35 lbs. of promotional materials and product samples as needed.  
• Exposure to moderate noise from an office environment.