Customer Experience Representative
3 weeks ago
Position Title: Customer Experience Representative
Location: Houston, TX
Type: Full-Time/Onsite
Job Summary: We are seeking a dedicated and proactive Customer Experience Representative to join our team. This role involves managing customer interactions, resolving issues, and ensuring a high level of satisfaction. The ideal candidate will have strong communication skills, a problem-solving mindset, and the ability to work effectively both independently and as part of a team.
Key Responsibilities:
• Customer Interaction: Serve as the primary point of contact for customers via phone, email, and chat. Address inquiries, provide information, and resolve challenges promptly.
• Order Management: Process customer purchase orders, track shipments, and handle returns or exchanges. Ensure accurate and timely fulfillment of orders.
• Problem Resolution: Identify and troubleshoot customer issues. Collaborate with other departments to resolve complex problems and escalate as needed.
• Product Knowledge: Maintain up-to-date knowledge of products and services to provide accurate information and recommendations to customers.
• Customer Feedback: Collect and document customer feedback to help improve products and services. Share insights with relevant teams to drive enhancements.
• Sales Support: Assist with upselling and cross-selling opportunities to enhance the customer experience and achieve sales goals.
• Quote Management: Receive quote requests from customers, analyze pricing, and assemble comprehensive quotes. Ensure quotes are accurate and reflect current pricing and discounts.
• Contract Creation: Create and manage contracts in the system, ensuring all details are correct and that contracts are processed in a timely manner.
• Volume Tracking: Monitor and track the volume of products sold under each contract. Ensure that sales targets are met and provide regular updates on contract performance.
• Team Collaboration: Work closely with other customer service representatives and internal teams to ensure a seamless customer experience.
• Continuous Improvement: Participate in training and development opportunities to enhance skills and knowledge. Contribute to process improvements and best practices.
• Adaptability: Flexibility to adapt to changing priorities and to work in a dynamic environment.
Requirements:
• High school diploma or equivalent; associate's degree preferred.
• Minimum of 3-5 years of experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Skilled using Microsoft tools.
• Experience with CRM systems, ERP software (SAP is preferred), and data analysis tools.
• Ability to handle high-pressure situations with professionalism and patience.
• Customer-centric with a positive and empathetic attitude.
• Ability to multitask and prioritize tasks effectively with Outlook and shared inboxes.
Additional Requirements:
• Experience in Manufacturing or Lumber industries is a plus.
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