Customer Experience Specialist (Sales Support)

Corporate Interiors•Wayne, PA

About The Position

The Customer Experience Specialist performs sales support functions to meet the needs and expectations of the Sales team through accurate order management facilitation. The CES has high level of client contact, acting as the liaison between the client and the company. The CES will positively manage communication between the sales team and other divisions of CI; they will assist in managing the overall experience of the client. The CES will be expected to work in the same passionate and fast paced environment of the sales force.

Requirements

High School Diploma/GED.
2 - 5+ years in customer service and/or administrative experience.
Proficiency in software applications, like Microsoft Office Suite of products and Adobe Products.
Excellent written and verbal communication skills.
Attention to detail and thorough when completing work tasks.
Thorough understanding of pricing concepts and mathematical calculations.
Excellent problem solving, organizational, administrative and critical thinking skills.
Ability to prioritize workflow, handle a diversity of tasks at once and meet deadlines with a high level of accuracy.
Expresses passion for both product and individuals projects with high level engagement in client facing tasks.
Works as a team player to demonstrate enthusiasm, optimism, and persistence.
Strong customer service skills and ability to work well in a team environment.

Responsibilities

Processes sales orders into the ERP; responsible for tracking from inception to completion once in Order form.
Receives and reviews Vendor Acknowledgements for accuracy (verifies product description, pricing, ship date, etc.) and posts Vendor Acknowledgements in the ERP.
Resolves vendor pricing and invoice discrepancies.
Coordinates requests for delivery, service, and installation with operations personnel.
Informs Account Representative and Team of all significant developments in order process.
Reviews Status and Open Quote Reports with respective Team Sales Representative on a weekly basis; follows up immediately on all open punch and project issues that result from this weekly meeting.
Ability to serve as primary customer contact to answer questions, update on order statuses, and problem solve.
Understands the importance of lead times, as well as project / order coordination with the customer, Sales, Project Management, and Scheduling.
Assists in contract administration.
Interfaces with all other departments to meet customer needs.
Identifies and enlists resources necessary to effectively meet or exceed customers’ needs and expectations, including improvement of lead times and negotiations within company.
Thorough understanding of pricing concepts and mathematical calculations.
Familiarity with other team member’s functions; cross-trains as required.
Maintains accurate and standardized order documentation.
Answer incoming phone calls
Upkeep of showroom and supplies