Customer Experience Associate

Autocar Parts, LLC•Highland Park, IL

13d

About The Position

At Autocar Parts, we fight for the customers’ needs. We invest in and grow businesses that disrupt their industries by putting the customers’ needs first. From big data to industrial manufacturing, we deliver tools that transform the work of the people that use them. We are privately owned and expect our team members to act with an owner mindset: Relentless about creating value for the customer. Dogged about finding efficiencies and eliminating waste. Standing arm in arm with the rest of the team until the job is done—and ready to do it again the next day, with a smile. It is not easy to do things differently. But we do it—because we are passionate about improving our business and the lives of the people who use our tools. Summary The Customer Experience Associate role is customer focused and deals with inbound call centers, processing customer orders, resolving inquiries on credits/returns/warranties by facilitating these requests through the appropriate channels What We Offer Competitive compensation that recognizes your skills, experience, and impact Performance-based annual bonuses that reward results and contributions Comprehensive medical, dental, and vision coverage to support your well-being 401(k) with a 4% company match to help you invest in your future 8 paid company holidays to rest, recharge, and maintain work-life balance Key Outcomes Customer Service is a critical role within our company. We depend on our Call Center employees to service our customers by delivering on our Autocar Trucks pledge of “always up”. Building strong relationships with our customers and satisfaction that you have resolved their issue. Working through difficult situations with internal and external customers while maintaining a high level of customer service. Customer satisfaction & retention Order processing within 2 hours Credit/Return/Warranties processed within 72 hours Customer response time for calls & emails within 2 hours Process freight claims through claim portal within 2 hours Process improvement and simplified efficiencies in support of company and financial goals Investigate, analyze, and process claims

Requirements

Excellent verbal and written communication skills.
Advanced skills and knowledge of Excel and Word.
Strong follow up and team skills.
Ability to multi-task, problem solve and prioritize to meet deadlines.
Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree is strongly preferred.
Capable of meeting OSHA standards for manual lifting guidelines: < 50lbs
While performing the duties of this job it is required to stand, walk, and use hands; reach with hands or arms; climb, balance, stoop, kneel, or crouch when necessary for job activity.
Ability to stand, sit, and/or walk for extended periods.

Responsibilities

Guide and process customer orders and inquiries in a fast-paced environment.
Communicate with customers via phone and email via case management.
Investigate and solve customer problems and find best possible solutions.
Help customers navigate our website and place orders online (Automated order entry).
Provide knowledgeable answers to questions about products, pricing, and availability.
Respond to shipping inquiries and answer order status questions.
Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
Analyze and process all required paperwork related to refunds, returns, and warranties
Generate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes
Comply with changes in policies or renewals
Process freight claims through claim portal
Process warranty claims through supplier portal
Serve as liaison between supplier, customer, and internal departments to investigate claims, to ensure claims are resolved, process orders, returns, credits and warranties.