Customer Experience Specialist- Private Label

American Leather Operations LLC•Dallas, TX

1d•$23 - $26•Onsite

About The Position

Under the direction of the Vice President of Support Services, Customer Experience Specialist – Private Label interfaces with American Leather’s hospitality accounts to ensure orders and shipments are accurate and timely. The Customer Experience Specialist – Private Label plays a key role in developing and maintaining positive relationships with internal and external customers by providing effective support and service through both verbal and written communication as well as an in-depth understanding of the company’s products. The candidate should have a customer-centric approach to resolving issues and exceeding customer expectations. The Customer Experience Specialist – Private Label should be well-versed in problem solving, time management, communication skills, and the use of multiple systems.

Requirements

Ability to organize and manage multiple priorities including conflicting demands and requests from internal and external customers.
Working knowledge of Microsoft Office including Word and Excel.
Experience in addressing and resolving customer issues with tact and diplomacy.
Ability to communicate clearly with customers primarily via telephone using a strong command of the English language.
Ability to work in a team environment.
Ability to work with database or ERP system.
High school degree or equivalent.
Three to Five years of customer service experience.

Responsibilities

Provides timely and accurate information to customers, Brand Ambassadors, and other interested parties on a variety of topics including product features, product warranty, order fulfillment, pricing, and credit.
Processes customer orders/changes according to established department policies and procedures.
Processes customer returns according to established department policies and procedures.
Works closely with the Credit Department to resolve disputed credit items.
Provides timely feedback to management regarding service failures or customer concerns.
Approves and processes service credits up to $1,000 without additional approval from the manager.
Performs other related duties as assigned.
Provides timely and accurate information to incoming status and product knowledge requests.
Process order, warranty, part and service requests.
Work closely with other departments to resolve issues and support growth.
Provides feedback regarding customer concerns.