Customer Experience Specialist

AdvanSix • Philadelphia, PA

24d • $27 - $33

About The Position

Customer experience specialists are a key business team member who provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.

Requirements

• College degree or commensurate experience in chemicals customer service
• ERP experience required SAP (6.0) sales and distribution experience strong preferred
• 5+ years of experience with SAP

Responsibilities

• Manage the order to cash process and engage with supply chain and commercial team members to deliver an exceptional customer experience
• Receive, process and expedite customer orders: order entry, price administration, scheduling of deliveries, customer service and sales support activities
• Assist Account Managers with customer updates, debits, credits, sample requests and new account set-up
• Process and distribute daily reports essential to on time delivery and invoicing
• Cross train with co-workers across the Customer Experience Team to provide backup support
• Resolve issues beyond your core responsibilities, with the expectation to continuously improve the customer experience.
• Anticipate customers' needs and take proactive appropriate actions to exceed expectations, using your knowledge of the business and our customers.
• Champion change while embracing digital solutions and driving process automation.
• Leverage your education in Business Administration, Supply Chain, or similar field, to expertly manage the order to cash process. You will anticipate customer needs and provide recommendations based on order patterns
• Where feasible, drive financial results for your customers and identify opportunities for upselling and identifying deviations from Customers' forecast.
• Improve customer satisfaction through driving continuous improvement activities.
• Navigate complex order-to-cash processes and manage competing priorities, assist in strategic decision making, and continuously look for opportunities to improve processes and policies that impact the customer experience. You will present, gain agreement and implement solutions to complex customer needs.
• Share best practices across the organization to accelerate business growth.
• Collaborate and interface with commercial teams to have an in depth understanding of the customers and their market., actively engage in discussion with customers and the commercial organization to contribute to business growth and profitability.
• Proactively identify and prioritize opportunities, develop sustainable solutions, contribute to account plans, and champion continuous improvement.
• Facilitate the resolution of order exceptions and issues impacting the customer's order, as well as utilize or establish reporting processes to identify and communicate solutions in a timely and professional manner to all stakeholders.
• Work independently, be a self-starter, and lead change in a team setting. Exhibit strong time management and organizational skills, organization capabilities, while maintaining adaptability and acting as a result-oriented team player.
• You will be a champion for digital tools and approaches. The ability to identify and implement digital solutions will be an essential skill for success. You will engage customers and promote digital commerce tools and resources to enable self-service and to improve engagement with our customers.
• Your robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning will be essential, as you manage the customer's eCommerce platform, actively pursue eSolutions to suit the needs.

Benefits

• We provide benefits that are industry competitive and focused on employee well-being
• Total Rewards program includes a competitive compensation, health, dental, vision & wellness programs, paid vacation, 401K with company matching, health savings programs, disability & life insurance, employee assistance program
• Tuition reimbursement for continued education, certifications, training, and development
• Work within a fast paced and innovative company, meeting passionate colleagues and partners with diverse backgrounds and experiences
• Hired applicants will be eligible for paid holidays, paid time off including vacation, eligibility to purchase company stock, tuition reimbursement, and a 401K with a competitive company match.
• Hired applicants will be eligible for medical, dental and vision insurance, flexible spending and health savings account eligibility, employer-provided short term disability benefits, eligibility to purchase long term disability benefits, employer-provided basic life insurance and eligibility to purchase voluntary life coverages.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees