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Customer Experience Specialist
3 months ago
**We’re Dober - It’s Nice to Meet You**
We’re passionate people with soulful dedication to making our world a better, cleaner place through exceptional chemistry and brilliant technology. For over 65 years, Dober has delivered innovative chemistry and software solutions to solve our customers’ most challenging problems.
Our entrepreneurial spirit, and belief that none of us is as smart as all of us, helps us challenge the status quo of current industry norms.
We believe water can be treated naturally, equipment can be cleaned safely, and operations can be run more efficiently. Our founder’s vision that _“Development is the heartbeat of this company”_ lives on today.
**The Opportunity**:
Dober has over 1,200 different accounts spread across 40 countries. The **Customer Experience Specialist** is the primary point of contact for all new and existing customer accounts. Employees in this role serve as the face of Dober and play an integral role in supporting the company’s goal of amazing our customers and promoting team success.
**Role Responsibilities**:
- Account Set-up: Gather customer data and set up new accounts in JD Edwards accurately (i.e company name, address, contacts, routing preferences, notes, item templates, etc.)
- Account Maintenance: Maintain customer data in JD Edwards (i.e. notes, address changes, receiving schedules, contact information, special instructions, price adjustments, etc.) and provide relevant information to other departments (i.e. forecasts, personnel changes, etc.)
- Sample Orders: Assist with new sales growth by working collaboratively with BU leaders, Regulatory, Distribution and Lab personnel to process sample orders
- Order Resolution: Resolve order-related issues (including everything from order entry to delivery and invoicing) with appropriate department(s) effectively
- Invoicing and Collections Support: Collaborate with Accounting department to respond to customer requests for invoice copies and seek payment for past due invoices when customers placing new orders are on credit hold
- Reports: Follow through on orders in progress by generating and reviewing system reports and inquiries
- Safety: Immediately report any potential safety risks or accidents that you observe. Safety is a key commitment that is expected from all Dober employees.
The team member will also be responsible for providing logístical support to ensure the safe, compliant, and hassle-free delivery of goods. This includes, but is not limited to the following:
- Export Documents: Create and confirm shipping documents for international shipments
- Freight quoting and Carrier Scheduling: Schedule carriers for ‘freight pre-pay and add’ orders shipping from our contracted manufacturing and distribution sites or for orders being returned from customer sites due to a Dober operations team failure.
**Required Qualifications / Experience**:
- 5+ years prior Customer Service experience in fast-paced environment.
- Proficiency in Microsoft Office products, including Excel, Word, and Outlook is required
- ERP software experience required
- Excellent Verbal & Written Communication Skills: Communication is clear and easy to understand. Uses proper grammar, punctuation, and spelling. Provides well-written and comprehensive responses that include all relevant details to eliminate unnecessary follow-up from customers, Business Unit leaders, or downstream departments. Demonstrates strong active listening/reading skills and can understand others expressed and implied needs.
- Excellent Interpersonal Skills: Must be able to interface effectively at all levels of the organization. Consistently shows a willingness to listen to different viewpoints and asks follow-up questions to ensure understanding has taken place.
- Expert Problem Solver: Stays calm under pressure and gains a clear understanding of the issue by using all available resources (JDE, SharePoint, Microsoft Teams, Asana, Google, Outlook folders, etc.) before identifying potential solutions. Takes ownership and is proactive (vs. reactive) when possible (i.e. drives issues to completion)
- Strong Attention to Detail: Completes work accurately and pays close attention to detail
- Strong Organizational Skills: Proven ability to manage multiple assignments and prioritize time sensitive tasks to meet changing customer needs
- Team Player: Shows commitment to team objectives by offering to assist colleagues during downtime. Takes ownership over daily responsibilities. Shares knowledge, information, and resources with the team.
- Initiative: Takes ownership of development (i.e. demonstrates curiosity, recognizes and reacts to trends in their work, and seeks opportunities to further their understanding of our business)
- Professional: Is respectful, cooperative, approachable, and has a positive attitude.
**Preferred Qualifications /Experience**:
- JD Edwards software experience
- Logistics experience
**Compensation**: The starting base
