Customer Experience Specialist

3 weeks ago

Vernon Hills, United States Search Made Easy Full time
Job DescriptionJob Description

Job Overview:


We are seeking a dedicated and meticulous Customer Experience Specialist to join our Client's team. This role is pivotal in managing internal account functions, supporting our remote Account Managers, and ensuring the smooth operation of sales order processes. The position requires strong attention to detail, excellent communication skills, and the ability to multitask effectively. This role is based in the Chicago North Shore area.


Key Responsibilities:

  1. Transaction Management: Ensure high-quality transaction accuracy through meticulous attention to detail.
  2. Customer Support: Respond to customer inquiries promptly and effectively, using excellent communication and multitasking skills.
  3. Account Management Support: Provide support to remote Account Managers, managing several hundred buying accounts.
  4. Order Processing: Handle all aspects of order placement and internal processes, including ERP systems, Vendor Managed Inventory, tracing rail shipments, and sending regulatory/material specification documentation.
  5. Customer Relationship Management: Occasionally travel with assigned Account Managers to strengthen customer relationships.
  6. Issue Resolution: Participate in investigations to understand and resolve escalated issues, accepting leadership coaching for continuous improvement.
  7. Case Management: Utilize Case Management protocol for entry and follow-up of issues regarding Return Material Authorization (RMA), ISO complaints, and claims.
  8. Collaboration: Work closely with Supply Chain Buyer/Planners and the Logistics team to ensure timely purchase, delivery, and shipment of required customer materials.
  9. Continuous Learning: Leverage learning and development tools for continuous personal growth and improvement.


Qualifications:

  • Interpersonal Skills: Ability to build and maintain strong relationships with clients and team members.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to clearly convey information and set expectations.
  • Technical Proficiency: Familiarity with ERP platforms and advanced proficiency with Microsoft Office Suite, particularly Excel & Outlook. Willingness to learn new systems as required.
  • Problem-Solving Skills: Strong ability to analyze situations, identify problems, and find effective solutions.
  • Client Management: Experience in managing client interactions and resolving issues in a timely manner.
  • Proactive and Goal-Oriented: A self-starter attitude with the ability to adapt to a fast-paced work environment and drive towards excellence.
  • Educational Background: An associate degree or equivalent experience is preferred.
  • Experience: Previous experience in a customer service or client-facing role is beneficial, but we're open to candidates with transferable skills and a willingness to learn.







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