Retail Customer Experience Specialist

Search here for Career opportunities with The AZEK Company•Scranton, PA

1d•Onsite

About The Position

This role involves handling inbound calls and emails from Lowe's, Home Depot, sales reps, and distributors, providing world-class support to stores across North America. Key responsibilities include processing special orders, correcting discrepancies, invoicing, managing returns, and offering technical recommendations and marketing collateral. The specialist will utilize various software tools like Salesforce, Five9, True Commerce, Rithum, Supplier Hub, and JD Edwards (JDE) for the VOR program. The position is based in the Scranton corporate office and reports to the Retail Support Manager, emphasizing a customer-focused approach, continuous learning, and collaboration within a dynamic team.

Requirements

Positive attitude with a customer-focused approach and attention to detail.
Ability to operate effectively across multiple platforms.
Excellent communication skills, attention to detail, and follow-through.
Can-do attitude with a focus on creative problem-solving that drives engagement.
Ability to work proactively and strategically, modeling best practices for the consumer base.
Strong interpersonal, motivational, and communication skills.
Commitment to upholding company values: Always Do the Right Thing, Starts & Ends with the Customer, Value Every Individual, Lead Through Innovation, The Best Team Wins, Better Today Than Yesterday.
Ability to build and maintain relationships with other AZEK Company team members and departments.
High desire to drive results, to surpass current goals.
Ability to make decisions or take actions to solve a problem or reach a goal.
Great organizational, multitasking, and time management skills.
Passion for collaboration, problem-solving, and achieving goals.

Nice To Haves

3-5 years of experience in customer service or inside sales.

Responsibilities

Handle inbound calls from Lowe’s and Home Depot, sales reps and distributors.
Process Special Orders by following up, correcting any discrepancies via watchlists, invoicing, and returns.
Utilize software tools such as Salesforce, Five9, True Commerce, Rithum, Supplier Hub and JD Edwards (JDE) for the VOR program.
Provide world-class support to stores across North America by delivering technical recommendations and facilitating marketing collateral.
Answer inbound stores calls within Salesforce to help with general product inquiries, installation help, pricing, ordering, distributor contacts.
Answer store emails resolving general product inquiries, installation, ETAs and pricing.
Manage multiple projects while prioritizing optimal customer outcomes.
Direct stores with non-stock returns to the appropriate distributor contact.
Demonstrate a strong desire to drive results and surpass goals.
Participate in training and other learning opportunities to expand knowledge of company and position.
Respond to store inquiries promptly.
Escalate any high-level issues to Retail Leadership.
Maintain communication with outside sales reps.
Educate stores about new and current products.
Utilize the shared inbox to follow up on orders.
Practice active listening to understand the store needs.