Customer Experience Associate

Millcraft•Independence, MO

12d•Onsite

About The Position

Millcraft Paper Company is seeking a highly motivated and customer-centric individual to join our team as a Customer Experience Associate in the Paper & Forest Products industry. Reporting to the Customer Experience Manager, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction with our products and services by providing timely and accurate information. You will serve as the main point of contact for all customer inquiries, complaints, and product support. Additionally, you will contribute to the development and improvement of customer experience strategies, processes, and policies to enhance overall customer satisfaction and loyalty.

Requirements

1-3 years of experience in customer service, sales, or product management role preferred
Effective problem-solving, high customer satisfaction, and efficiency.
Previous experience in customer service, preferably in specialized products
Proficient in using ERP (D365) and CRM (Customer Relationship Management) software and customer service tools
Strong problem-solving and decision-making abilities
Ability to multitask and prioritize tasks effectively
Detail-oriented with a strong focus on accuracy and attention to detail
Strong verbal and written communication skills, with the ability to effectively interact with diverse customers
Ability to work independently and prioritize tasks effectively in a fast-paced environment

Responsibilities

Process customer orders and sales order changes and resolve any issues or discrepancies with order fulfillment
Respond to all customer inquiries, complaints, and product support requests in a timely manner
Identify and troubleshoot customer issues, providing appropriate solutions and ensuring resolution
Proactively engage with customers to understand their needs, preferences, and concerns
Establish and maintain excellent rapport with internal and external customers and vendors
Collaborate with cross-functional teams to address customer concerns and improve customer experience
Follow up with customers to ensure their satisfaction and gather feedback
Provide product recommendations, information, and upselling opportunities to customers
Continually build knowledge of products and services
Participate in team meetings and projects as needed
Follow all Millcraft policies, procedures, and guidelines as outlined in the employee handbook and departmental SOPs
Ensure a safe working environment by strictly following all safety protocols and standards including reporting unsafe conditions, near-misses and incidents immediately to your manager
Demonstrate the Millcraft Core Values (Family, Responsible, Passion, Deliver, Aspire and FUN) in day-to-day work and interactions
Other duties as assigned