Customer Experience Representative (Onsite)
About The Position
Your mission: As a Customer Experience Representative, you'll assist our stock customers with product inquiries, provide exceptional customer service, and resolve any issues that arise. Collaborate with the Sales Team, internal stakeholders, and customers to ensure a seamless experience. Key Responsibilities: Support Sales Managers/Account Managers: Be an advocate for Sales, providing customer-centric support and being the single point of contact. Process phone calls and email requests/orders, offering assistance with product sizing, samples, and other information. Customer Service: Utilize Excel to manage customer forecasts and generate reports. Elevate customer concerns and coordinate solutions with cross-functional resources. Handle customer orders, returns, and refunds, ensuring clear order visibility and on-time deliveries. Collaboration and Improvement: Work with internal stakeholders to ensure customer satisfaction and timely issue resolution. Identify opportunities to improve the customer experience and make recommendations. Support KPIs like OTIF >96%, EDI/Portal orders >95%, and keeping past due orders <$100K. Order Entry: Promptly enter orders into the ERP system with precision. Work with the Scheduler to ensure accurate product availability and update customers. Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality. Adhere to quality and safety policies, work instructions, and procedures.
Requirements
- A minimum of one year post-secondary specialized course work and one year of business-to-business customer service experience; OR high school education
- Excellent phone, communication and listening skills
- Direct customer contact & order processing experience
- Attention to detail and ability to work effectively with others and manage multiple priorities
- Microsoft Outlook, Word, Excel (intermediate user preferred)
- Ability to learn ERP system and processes
- Strong ability to build and maintain rapport with internal and external customers
Nice To Haves
- Business to Business experience preferred
- Bi-lingual - English/Spanish skills preferred
- Two to three years of business-to-business customer service experience
- Working toward business related certified/degree program preferred
Responsibilities
- Assist stock customers with product inquiries
- Provide customer-centric support and be the single point of contact for Sales
- Process phone calls and email requests/orders, offering assistance with product sizing, samples, and other information
- Utilize Excel to manage customer forecasts and generate reports
- Elevate customer concerns and coordinate solutions with cross-functional resources
- Handle customer orders, returns, and refunds, ensuring clear order visibility and on-time deliveries
- Work with internal stakeholders to ensure customer satisfaction and timely issue resolution
- Identify opportunities to improve the customer experience and make recommendations
- Support KPIs like OTIF >96%, EDI/Portal orders >95%, and keeping past due orders <$100K
- Promptly enter orders into the ERP system with precision
- Work with the Scheduler to ensure accurate product availability and update customers
- Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality
- Adhere to quality and safety policies, work instructions, and procedures
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
