Customer Experience

**Customer Experience - Account Specialist**

Ecore - Lancaster, 715 Fountain Avenue, Lancaster, Pennsylvania, United States of America Req #72 Thursday, January 27, 2022 This position is responsible for assisting the Account Managers in the Customer Service Department with order processing and phone support. The Account Specialist will assist all Account Managers across all brands and markets. The Account Specialist will also act as a backup for the Account Managers.

** Principal Duties and Responsibilities:**

* Engage customers and go the extra mile for their satisfaction; be curious and resourceful in resolving issues and solving customer challenges

* Emulate the company values and guiding principles in all daily interactions with our customers

* Be an extension of the organization as part of 1Ecore, demonstrating empowered responsibility for nourishing relationships with customers and owning the process

* Understand the big picture of overall company operations and the impact they have on customer orders

* Proactively involve internal departments to address customer satisfaction issues

* Act as a liaison between technical/post-sales support and quality assurance, and our customers.

* Provide Professional and timely support on all phone lines. Utilize the caller qualification questions and take appropriate action for each call.

* Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires

* Builds and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.

* Regularly makes recommendations to customers to solve their problems with minimal next-level management involvement needed, expresses confidence in interactions with customers.

* Provide account support and coverage when colleagues are unavailable, including front desk coverage.

* Adhere to manufacturing guidelines, lead time guidelines when placing an order and set proper expectations with customer

* Respond appropriately to lead time expedite requests utilizing research, product knowledge, and coordination with other departments as needed

* Provides education and support to customers, sales and other team members regarding the business unit, including but not limited to Ecore processes, technical support and product knowledge.

* Review each purchase order before processing to ensure all required information has been received and is accurate.

* Enter the purchase order into Epicor and file a PDF of the Order Acknowledgement in Epicor; send to customer if needed. Attach PO and any correspondence to SO in Epicor.

* Verify pricing on customer submitted POs based on current price pages

* Process all orders following the order entry guidelines, using the appropriate order entry checklist to compare entered order against purchase order for accuracy; supply order confirmation to customer.

* Process credit card payments

* Provide customer with quotes and/or Pro Forma invoices as requested

* Obtain project name and brand/market details from the customer for internal reporting needs.

* Follow communication procedures, guidelines and policies to include the Customer Service SOP

* Assist customers with navigation through company websites, literature, installation documents, test results, and other resources.

* Notify the appropriate internal and external parties when shipping, manufacturing or quality issues arise

* Respond appropriately to customers' and sales' inquiries and requests for modifications to orders

* Expeditiously enter claim orders as instructed by Technical Services

* Provide Quotes that were requested by established customer or by Sales; work with sales as needed to ensure quote meets expectation

* Review Ecore customer list to determine if credit terms have been previously extended

* Respond as requested to order lead times, date improvement requests, quick ship and expedited shipping requests for stocked products

* Understand and review inventory availability to work out best possible solutions for the customer, providing a level of service beyond standard lead times

* Coordinate Sales efforts with production and shipping to resolve questions on order requirements or resolve problems that may occur; process order changes and verify shipments are on schedule

* Sell promotional (Remnant) material, keeping familiar with current stock and special promotional items

* Understand the manufacturing yields and validate them against custom orders to ensure yield maximization or that special pricing, to include waste, has been factored in to the calculation. Verify pricing and yield expectations regarding waste and full cylinder yield.

* Handle all aspects of freight quote requests: process quotes, understand freight quote methods, prepare and request quotes, resolve freight quote billing issues

* Provide backup support to other team members during vacations and other peak times

* Enter and process internal and sample orders, utilizing the sample website and Epicor

** Knowledge, Skills and Abilities Required:**

* Associates Degree or 1+ year of customer service experience

* Experience with flooring or rubber industry preferred

* Project management experience preferred

* Experience with an ERP or CRM is preferred

* Experience in a manufacturing environment preferred

* Must be proficient in Microsoft Office Suite and able to type at least 40 words per minute

* Strong math skills required

* Must have a proven ability to learn new software programs

* Must be skilled at working independently and able to manage multiple priorities with an attention to detail, great organizational skills, and the ability to handle multiple accounts throughout each day

* Excellent verbal and written communication skills required, with a positive personality

* Listening, problem-solving, and great interpersonal skills are required

* Must be proactive and show initiative, personal accountability, and have a propensity toward change and process improvement.

We thank all applicants in advance for their interest in this position. However, only those selected for an interview will be contacted.

**Our EEO Policy**

ecore is an equal opportunity employer (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

****NOTICE TO PROSPECTIVE APPLICANTS****

Ecore International and its subsidiaries participate in the E-Verify program. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer will provide the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization.

**IMPORTANT**

If, after an applicant has been extended and accepted an offer of employment, the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including withdrawal of the offer of employment or terminating your employment.

Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid, this employer may use E-Verify's photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigrati