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Customer Experience Rep II

1 month ago

Golden Valley, United States Lube-Tech Full time
Description

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Lube-Tech provides an environment where you can love what you do and be your best every day.

What you will enjoy by being a part of a 2024 USA Great Place to Work certified company:

A position that is: Hourly Full time (1st Shift) Mon-Fri 6:00 am to 2:30pm

With top-tier benefits starting DAY ONE including:

  • Medical Plan options, including fertility coverage and free mental health and telehealth coverage
  • Dental and Vision Insurance
  • FSA/HSA options
  • Paid parental leave
  • Company-provided short-term disability, long-term disability, and life insurance
  • Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
  • 401(k) with a generous company match
  • Pet Insurance Benefits
  • Tuition reimbursement
  • 21 Paid Days Off
  • 7 Paid Holidays
  • Short-term Incentive Plan (STIP) , ask your Talent Partner for details

HOW YOU WILL CONTRIBUTE TO OUR TEAM (Overview & Key Responsibilities):

The Level 2 Customer Experience Representative (CER-2) manages the complete Sales Order Process while providing internal and external stakeholder support. This is an experienced Customer Experience role and handles our mid to higher tier customers. This role is a key interface with the business development managers, sales team and supply chain personnel and provides expert guidance on order processing. The Representative serves as a communication conduit from our customers to other functional areas of the company. The role represents and oversees order management requirements on new product commercialization projects and also contributes to ongoing continuous improvement activities.

ESSENTIAL DUTIES and RESPONSIBILITIES:

  • Function within the guidelines of Lube-Tech's "Team Ground Rules", Mission Statement and ISO processes.
  • Proactively identify and present ideas mitigate issues and to improve team performance and customer satisfaction.
  • Ensure fulfillment of orders through effective and professional information exchange and daily interface (as appropriate and required) with customers, project managers, sales team, internal and external shipping contacts and supply chain coordinators.
  • Process customer orders received via all input methods in an effective and timely manner to target 100% customer satisfaction.
  • Maintain accurate customer information in all systems.
  • Manage the routing and fulfillment of customer requests for information relating to order fulfillment, such as requests for pricing, product availability, MSDS, product specification sheets, and shipment tracking
  • Adhere to documented order fulfillment processes and procedures to ensure customer shipments are made accurately, complete, and on-time Investigate and resolve any open orders that should have been billed and delivered.
  • Produce and follow up on customer returns.
  • Support both internal and external customers by proactively managing order fulfillment process.
  • Be accountable and follow through on all projects assigned by management.
  • Maintain and review customer logs and proactively identify resolution for preventative action.
  • Establish key client relationships in order to facilitate improved administration and customer satisfaction.
  • Collaborate with transportation, warehouse managers and external carriers to ensure timely and proper delivery.
  • Other duties as requested and assigned.

WHAT YOU NEED TO SUCCEED (Minimum Qualifications):

  • Education: High School Diploma or GED
  • Strong customer relations and inter-personal skills.
  • Excellent problem-solving skills and customer focus mentality.
  • Flexibility and appreciation of a fast-moving environment.
  • 2-3 years of Customer Service experience with Lube-Tech preferred.
  • Proficiency in MS Office software.
  • Demonstrated ability to learn quickly and think on feet.
  • Ability to work independently on multiple activities, showing appropriate level of prioritization and escalation skills and consistently meeting deadlines.
  • Ability to communicate (written and verbal) clearly and concisely with both external and internal customers/distributors consistently maintaining a positive image.
  • Ability to handle delicate customer situations with a high degree of professionalism.
  • Strong organizational, interpersonal skills, attention to detail, self-starter, and ability to work with various functions and levels.

PHYSICAL AND MENTAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to handle or touch objects, tools and controls. The employee is frequently required to stand and or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Lube-Tech is an Equal Employment Opportunity/Affirmative Action Employer. Qualified applicants including women, minorities, veterans, and individuals with disabilities are encouraged to apply.



Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)