CUSTOMER SATISFACTION SPECIALIST

WRIST NORTH AMERICA INC•Pasadena, TX

3d•$18 - $19•Onsite

About The Position

The Customer Satisfaction Specialist is a member of the Customer Satisfaction Department, which provides real-time information regarding the status orders and deliveries, builds trust with the vessel through professional boarding representatives, and delivers correct and timely invoicing to the customer. Through success in these three functional areas, the Customer Satisfaction Specialist will work to ensure that Wrist Ship Supply’s customers receive an industry leading service and internally create an organizational culture of customer excellence.

Requirements

Qualifications

Responsibilities

Work with the other members of the Customer Satisfaction Department to drive productivity, build trust with customers, and differentiate Wrist Ship Supply in the market through exceptional service.
Carry out daily activities such as: customer interactions related to order confirmation, status and delivery ETA
professional presentation of delivery receipts
vessel relationship management, especially related to delivery issue resolution
timely and accurate closure of billing
day to day interactions with vessel spares and distribution customers
manage incoming calls
Follow best practices to create professional and effective interactions with customers and deescalate tense situations, including instances where non-returnable items are returned
Participate in the branch Corrective Action, Preventative Action (CAPA) program
Resolve delivery problems by determining the cause of problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
Identify and assess customers' needs to achieve satisfaction
Serve as a back-up to other Customer Satisfaction Specialists
Provide feedback to Sales, order Fulfillment, and Logistics to ensure the voice of the customer is integrated into the branch continuous improvement process
Ensure all customer cases have necessary back up documentation within 48 hours of delivery and are ready for Wrist North America Billing to process.
Work with the Customer Satisfaction Team Leader to ensure the department is successfully hitting its metrics on service and timelines through tracking of the on time delivery percentage, credit note ratio, and customer satisfaction surveys.
Provide input on key performance metrics and process improvement initiatives required to achieve results
Follow up with customers for proof of delivery, credit note forms and other post-delivery follow up
Work with customers and sales representatives to resupply vessels and return items to vendors
Investigate missing returned items and unreceived items on board, with relevant stakeholders
Create and post credit notes to customers after conducting investigations
Ensure credit notes are only issued after returned items are physically received in by returns department
Create Return Merchandize Authorization(RMA) in the system
Inform warehouse and returns department prior to physically receiving in returned items