Customer Experience Specialist

SPX FLOW•Rochester, NY

About The Position

The Customer Experience Specialist supports customers by telephone, written email, or web chat requests regarding product selection, placement of orders, quotations, and complaints. These requests include returns or credits, shortages and adjustments, order status, expedites, and requests for documentation. Evaluation and performance of various tasks ensures the customers’ needs are met to the best of our ability daily. Communications with internal departments such as production, supply chain, engineering, and shipping/receiving to communicate customer requirements and expedites. Furthermore, collaboration with internal stakeholders will be pivotal in streamlining operational processes and optimizing the overarching customer journey. This role is responsible for receiving customer orders and completing all associated data entry for placing the order in SAP while acting as a direct liaison between SPX and customers as a front-line customer support agent by representing the customer. Demonstrated competence in basic technical comprehension to ensure alignment with company standards and effective fulfilment of customer expectations.

Requirements

Availability to travel to multiple sites as needed.
Excellent communication and interpersonal skills, and the ability to thrive in a fast-paced environment.
Demonstrate resilience and a positive attitude when faced with challenges or setbacks, maintaining a focus on delivering exceptional customer experiences.
Strong written and verbal communication skills in English.
Exceptional attention to detail, accuracy, and professionalism.
Self-starter and self-motivation.
Strong computer skills including expertise in Microsoft Word, Excel, PowerPoint preferred.
Ability to quickly develop proficiency in new programs.
Strong interpersonal skills and the ability to work in a team environment.
Proven discretion with highly confidential information/documents.
Must have high degree of integrity, discretion, and judgment.
Polished professional communication skills and personal presentation.
Able to remain extremely professional, composed, and competent in all environments.
Demonstrated competence in basic technical comprehension to ensure alignment with company standards and effective fulfilment of customer expectations.
Proven discretion with highly confidential information/documents.
Must have high degree of integrity, discretion, and judgment.
Deep and practical understanding and execution of Customer Service concepts, practices procedures.
Associate's degree or equivalent from two-year College or technical school
2 years related experience
Prior experience in a manufacturing environment
Knowledge of ERP systems – SAP knowledge

Nice To Haves

SAP ERP SD experience a plus.
Previous supervisory experience within a Customer Service / Order Management environment.

Responsibilities

Provide telephone and email coverage daily.
Set-up sales orders received by phone, or mail for order entry daily.
Order entry responsibilities are completed daily including entering new orders, adding items to existing orders, changing orders, expediting, canceling items on existing orders and pricing verification.
Active daily management of any order changes.
Review new orders for SPX compliance and responsible to make sure any issues arise with the commercial terms are addressed with the customer and internally, tax exemption status and required supporting documents.
Proactive Dating and Rep/Customer notification
Engineering reconciliations and simple engineering parts creations when required.
Review customer complaints and issue returned goods numbers or credits as required, and initiate customer complaints received within internal tracking programs (C4C).
Document customer interactions, inquiries, and resolutions accurately and comprehensively in the our C4C/ CRM system or database.
Enter order acknowledgements in customer web portals.
Fulfill supplier form requests and finance documents.
Manage customer account information in our Master Data system -Profisee.
Manage all order related internal activities (Warranty, Finance) as required and overseeing and managing specific customer service operations and request ie: IT, C4C.
Liaison for all internal and external team communications for sales orders. Including, but not limited to, Supply Chain, Engineering, Commercial, Technical Services, Production, and Shipping.
Notify appropriate personnel of all updates needed to maintain accurate customer and material master files.
Proactive communication process for upcoming shipments under customer control and sales order status updates when applicable
Exhibit sufficient export order knowledge and comply with all company rules for export order processing.
Demonstrate resilience and a positive attitude when faced with challenges or setbacks, maintaining a focus on delivering exceptional customer experiences.
Develop a deep understanding of the company's products or services to provide accurate information, guidance, and recommendations to customers.
Meet or exceed established performance metrics and KPIs related to customer satisfaction, response times, resolution rates, and quality of service.
Promote a safe work environment by encouraging timely completion of safety training, safety activities and completion of safety observations.
These duties may vary depending on the specific needs and objectives of the organization.