Specialist, Customer Experience

Qosina•Brentwood, NY

2d•$24 - $25

About The Position

The Qosina Customer Experience Specialist serves as the primary point of contact for customers after a sale. The role maintains customer relationships and communicates customer needs to internal stakeholders. It supports customers with orders, product and shipment information, documentation, returns, complaints, and supply needs while collaborating with internal departments and the sales team.

Requirements

Two years of customer service experience or equivalent added college.
Excellent attention to detail and ability to proofread.
Excellent communication and organizational skills.
Ability to multitask and solve problems.
Organizational skills.
Administrative skills.
Computer skills.
Communication skills.
Collaboration skills.
Ability to work independently.
Analytical skills.

Nice To Haves

Experience with CRM and ERP systems.

Responsibilities

Communicate with customers by email and phone, inbound and outbound.
Process incoming orders and communicate order confirmations and status to customers.
Work with Purchasing and/or Supplier Relations to obtain customer lead times and address potential supply chain issues.
Answer customers’ general questions and requests for information.
Review and coordinate completion of customer questionnaires and surveys.
Gather and send shipment documentation requested by customers, such as commercial invoices, packing lists, and certificates of material.
Assist customers with requests for part information and documentation, including drawings, SDS, and technical data; work with the Quality Department to obtain missing documentation.
Process customer returns and complaints and work with internal departments to resolve issues.
Obtain customer forecasts to understand customer needs and ensure steady supply.
Communicate and work closely with the sales team to provide support and escalate promising opportunities or issues.
Learn and understand the product line to assist customers with material information or alternative items.
Update customer information and maintain accurate records.