Senior Customer Experience Associate

Senior Customer Experience AssociateWhy join us? We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives. At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed.As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives.What You'll Do:The Senior Customer Experience Associate serves as a self-sufficient agent that can handle escalations, effectively work with other departments, and guide customers and TD Solutions Consultants along the customer journey. As a senior Sales Enablement department member this role will have regular involvement in process improvement initiatives and will be critical to Go-To-Market success. This position plays a vital role in enhancing operational efficiency and improving the overall customer experience by optimizing internal processes and supporting cross-functional collaboration within Tobii Dynavox. The Senior Customer Experience Associate focuses on streamlining workflows by developing and maintaining internal resources, tools, and best practices, ensuring that internal processes run smoothly to provide a seamless experience for customers.As a Senior Customer Experience Associate, You Will Be Responsible For:Guide customers and junior level staff to TD resources, ensuring internal and external customers have a consistent and positive pre-sale experienceRespond to inquiries and issues requiring in depth research and follow throughIdentify and implement improvements of internal and customer facing processes that enhance the efficiency of order management and operational functionsMonitor the effectiveness of implemented changes and adjust strategies as needed to ensure continuous improvementProvide training, coaching, and support to internal teams to improve their ability to utilize new tools, systems, and processes effectivelyRepresent the Customer Experience Team and their customers during Go To Market and other Product related meetings and activitiesSubmit completed quotes and bids to federally and/or state funded agenciesDevelop and maintain internal resources, tools, and best practices for use by the order management and other customer facing teams to ensure consistency and accuracy in operationsWith the Customer Experience Manager, track and provide report outs on customer and internal customer trends and needsConduct regular reviews of current processes, systems, and performance metrics to identify areas for improvement and propose actionable solutionsReview and update departmental forms and internal process documentationCollaborate with cross-functional teams to streamline processes, optimize workflows, and improve overall system efficiency and customer experienceResolve escalated order management issues, assist with order management quality assurance initiatives and monitor backordersFoster customer relationships, gather and track feedback and recommend improvements to the order management experience with a "customer first" approachPerform various other duties as assignedWhat You'll Bring:Bachelors degree or equivalent related experience3 to 5 years experience in a related positionAttention to detail with a commitment to achieving results through service excellence and high standardsExcellent written and verbal communication skillsExcellent problem resolutionBilingual (English/French) applicants are encouragedProficiency in MS Office, including Excel, Word and PowerPointProficiency in Salesforce or similar CRMAbility to multi-task and work with interruptionsAbility to communicate in different settings and with a variety of communication partnersTravel may be required on occasion (1-2 times per year)Apply today We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you.