Customer Experience Associate

Millcraft•Indianapolis, IN

10d

About The Position

Millcraft Paper Company is seeking a customer-focused Customer Experience Associate to provide timely, accurate service and support to customers. Reporting to the Customer Experience Manager, this role serves as the main point of contact for customer inquiries, complaints, and product support. The associate also contributes to developing and improving customer experience strategies, processes, and policies to strengthen customer satisfaction and loyalty. The role involves processing customer orders and order changes, resolving fulfillment issues, troubleshooting concerns, sharing product information and recommendations, and following up to confirm customer satisfaction. The associate works with internal and external customers, vendors, and cross-functional teams, while maintaining product knowledge and following company policies and safety standards. The work environment is generally moderately quiet to moderately noisy, with temperatures moderated by heating in winter and air conditioning or air circulation in summer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or comparable certification, such as a GED.
Ability to retrieve products from shelves, warehouse areas, and floor stacks, and lift and carry up to 75 lbs, with or without reasonable accommodation.
Effective problem-solving, customer satisfaction, and efficiency.
Proficiency with ERP (D365), CRM software, and customer service tools.
Strong problem-solving and decision-making abilities.
Ability to multitask and prioritize tasks effectively.
Attention to detail and accuracy.
Strong verbal and written communication skills, including the ability to interact effectively with diverse customers.
Ability to work independently and prioritize tasks in a fast-paced environment.

Nice To Haves

Some college or a degree.
Previous customer service experience, preferably with specialized products.

Responsibilities

Process customer orders and sales order changes, and resolve issues or discrepancies with order fulfillment.
Respond promptly to customer inquiries, complaints, and product support requests.
Identify and troubleshoot customer issues, provide appropriate solutions, and ensure resolution.
Engage proactively with customers to understand their needs, preferences, and concerns.
Build and maintain rapport with internal and external customers and vendors.
Collaborate with cross-functional teams to address customer concerns and improve the customer experience.
Follow up with customers to confirm satisfaction and gather feedback.
Provide product recommendations and information, and identify upselling opportunities.
Continually build knowledge of company products and services.
Participate in team meetings and projects as needed.
Follow Millcraft policies, procedures, guidelines, and departmental SOPs.
Maintain a safe work environment by following safety protocols and promptly reporting unsafe conditions, near-misses, and incidents to the manager.
Demonstrate Millcraft’s core values in day-to-day work and interactions.
Perform other duties as assigned.