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Customer Experience Specialist
4 months ago
Description
Position Summary
At Palmer Holland, we take pride in providing unmatchable service to our customers. The role of the Customer Experience Specialist is crucial in ensuring that we maintain our high standards of service. This position collaborates with the operations, sales, and marketing teams to support and promote customer satisfaction in an ISO-certified environment. The Customer Experience Specialist is responsible for managing our CRM and ERP systems to ensure effective communication with our customers. Our team of Customer Experience Specialists are excellent communicators who work closely with the whole Palmer Holland team to meet the needs of our customers.
Essential Tasks Of Position
Professional Customer Interaction:
Interact with customers and locations professionally, using various communication channels such as phone, email, fax, and in-person when necessary.
Order Processing:
Determine, collect, and thoroughly document all necessary information required for processing customer requests for product shipment on a daily basis.
Sales Order Management:
Receive customer orders through various means and ensure they are accurately entered into the software systems.
Follow order remark instructions meticulously.
Collaborate with Account Managers on special pricing requests and update order pricing as needed.
Customer Portal Expertise:
Become proficient in using customer portals for all assigned accounts for regular use and as a backup.
Cross-train with Sales Advocates to provide support for general tasks when required.
Timely Order Acknowledgment:
Provide prompt acknowledgment and confirmation to customers for each order received.
Proactive Order Management:
Develop enhanced communication with customers regarding order status and updates.
Use open order reports and allocation information to proactively manage the prioritization of customer orders, ensuring timely shipment.
Aged Order Management:
Actively follow the prioritization process to manage aged orders and maintain regular communication with customers regarding their status.
Urgent Shipments and Export:
Process Order Delivery records manually for same-day or urgent shipments when necessary and coordinate with the appropriate warehouse for shipment.
Prepare export paperwork as required
Communication and Coordination:
Communicate with customers, warehouses, and freight carriers to expedite sales orders, track carrier transit times, adhere to warehouse cut-off times, and address late fees.
Handle customer complaints as they arise
Supply Chain Collaboration:
Collaborate with the Supply Chain team to ensure the timely fulfillment of orders. This includes monitoring incoming material status, expediting where necessary, managing purchase orders, tracking drop shipments, and obtaining freight quotes. Utilize the Stock IQ report as a primary tool.
Customer Profile Maintenance:
Develop and maintain permanent customer profile requirements.
Ensure orders align with customer standards and convey data consistently to internal teams, warehouses, and carriers.
Keep customer-specific codes up to date and challenge existing service requirements to ensure relevance.
Accounting Liaison:
Communicate with the accounting team regarding rush sales orders on credit hold, credit card orders, and CIA (Cash in Advance) orders.
Account Strategy Participation:
Participate in Account strategy meetings to gain insight into goals and objectives, understanding the role of a CSR (Customer Service Representative) within the broader plan.
Customer Ordering Insights:
Develop awareness of customer ordering patterns to assist in bundling orders and reducing freight costs.
Miscellaneous Tasks:
Be prepared to perform any other tasks requested by management to support the overall efficiency and effectiveness of the team and company operations.
We are a tobacco and drug free, professional environment.
Position Requirements
4-year degree or equivalent work experience in this industry or related field
3-5 years in the customer service field
Experience in the distribution or chemical industry preferred
Knowledge/ Skills
Strong, accurate clerical skills, data entry and typing
Expert level of expertise in MS Office
Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers
Ability to handle sensitive information with confidentiality and discretion
Proficient at multi-tasking
Physical Requirements (If applicable)
Satisfactory motor skills relevant to position
Ability to sit for long periods of time
Ability to lift up to 25 pounds
About the Organization Palmer Holland is a quickly expanding international specialty chemical distributor based in Westlake, OH and operating in the United States and Canada. Palmer Holland represents many of the most recognized manufacturers from around the world. Our customers and principals are rooted in the Agriculture, CASE (coatings, adhesives, sealants, elastomers), Health & Nutrition, Lubricants, and Plastic industrial sectors.
As an independently-owned sales and marketing organization, we have the opportunity to make decisions which are in the best, long-term interest of the employees, customers, and principals we serve. Our sellers work with customers to solve problems and test and re-test different specialty products in order to find the one that will create what the customer needs. The dedication from our employees to continually improve their knowledge base and provide commitment to outstanding technical and customer service enables Palmer Holland to thrive as an industry leader.
As an employer, Palmer Holland's goal to remain independent is solidified through operating as a privately held Employee Stock Ownership Plan (ESOP) with an ownership team made entirely of employees. Palmer Holland views our employees as our most valuable asset, offering a healthy work-life integration and varying opportunities for professional development. We are known for having a culture that emphasizes having fun, being healthy, and working hard. Our office has advanced technology, a shuffleboard table, golf simulator, and treadmill workstations. In the field, our sales team has the tools to make critical decisions on the spot to better respond to customer needs, ultimately forming strong relationships. We believe in providing a work culture that engages employees, encourages growth, and promotes success.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
To perform this job successfully, an individual must be able to perform each essential job tasks satisfactorily. Palmer Holland is committed to the full inclusions of all qualified individuals and reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
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