Customer Experience Associate

Albert Uster Imports•Gaithersburg, MD

1d•$25•Hybrid

About The Position

AUI Fine Foods is seeking a customer focused, analytical individual to join the Customer Service Team, as a Customer Experience Associate . If you are an enthusiastic and intellectually curious individual that seeks and enjoys both customer and operational challenges, we want to talk to you! Strong performers will be provided advancement opportunities to roles in other AUI functions according to interest and ability. As a response to the pandemic, AUI Fine Foods office employees have transitioned to a hybrid working schedule, requiring employees to report in-person Monday through Wednesday, with the option to telework on Thursday and Friday each week. Due to the collaborative, cross-functional nature of the organization, employees at Headquarters in Gaithersburg, MD are required to work in-person for the abovementioned days, outside of any People & Culture-approved disability accommodation request.

Requirements

3-7 years of work experience
Ability to gain Microsoft Dynamics proficiency rapidly with adequate training
Excellent relationship-building skills

Nice To Haves

Experience with other CRM platforms and SharePoint
A true desire to solve problems and support customers

Responsibilities

Serve as a primary point of contact for customers by managing correspondence via phone, email and chat
Process orders.
Communicate and follow up on all aspects of order entry including item availability, pricing, shipping timelines, special requirements, labeling, and delivery changes/charges
Effectively manage customer fill rates.
Provide detailed information regarding availability of items that customers order regularly and offer suitable substitute items as necessary
Proactively identify customer issues and communicate to AUI Territory Managers to promptly resolve
Work closely with Sales to ensure maximum support for both sales and account management functions
Assist AUI Territory Managers with customer focused initiatives such as Business Reviews and Lost Placements
Interface with other departments such as Supply Chain, Finance and Marketing to achieve objectives
Utilize CRM platform, SharePoint and other IT tools to ensure customer requirements are accurate and up to date
Promptly respond to ad-hoc requests for product information and documentation
Address technical questions such as research product ingredients, attributes and / or formulation to provide and facilitate registrations, sales or evaluation of products for a given market