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Customer Experience Operations Specialist

2 months ago

Suwanee, United States Animal Supply Full time

Customer Experience Operations Specialist

Job Description

Posted Wednesday, June 5, 2024 at 5:00 AM | Expires Thursday, June 20, 2024 at 4:59 AM Our love of pets inspires the work we do each and every day. Many of us have worked with top brands for decades - forging strong connections with innovators large and small. We love discovering a new product with that something special, and we love supporting our retail partners' needs. Simply put, we love our jobs. r jobs Are you looking for a new opportunity to grow within ASC? Explore our current openings today

Are you passionate about pets? Want to help create a world where every pet is happy, healthy, and safe? Would you like to work for a company that cares about its employees? We’re looking for a

Customer Experience Operations Specialist to join our team The

Customer Experience Operations Specialist plays a critical role in ensuring seamless operations and delivering exceptional customer service across multiple distribution centers. This position is responsible for overseeing customer operational issues, identifying opportunities for improvement, and implementing initiatives to enhance overall customer satisfaction. The Customer Experience Operations Specialist collaborates closely with cross-functional teams to streamline processes, optimize resources, and drive continuous improvement initiatives. In this exciting role, you will: ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 1. Operational Support: • Manage the customer support operational activities across the ASC network of distribution centers, including but not limited to order processing, quality assurance, returns, and investigating customer inquiries. • Monitor key performance indicators (KPIs) and metrics to track the effectiveness of customer experience operations and identify areas for enhancement. • Ensure adherence to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations. 2. Process Improvement: • Identify bottlenecks and inefficiencies in customer experience processes and workflows. • Develop and implement process improvements and standard operating procedures (SOPs) to streamline operations and enhance the overall customer journey. • Collaborate with cross-functional teams, including Customer Experience, Sales, Vendor Management, Operations, and Finance to optimize end-to-end customer experiences. 3. Data Analysis and Reporting: • Utilize data analytics to analyze customer feedback, transactional data, and operational metrics. • Generate reports/dashboards to provide insights into customer behavior, preferences, and trends. • Use data-driven insights to make informed decisions and drive continuous improvement initiatives. 4. Customer Engagement and Communication: • Collaborate with the operations team to ensure timely and effective resolution of customer issues and inquiries. • Develop communication strategies to proactively engage with customers and gather feedback on their experience. • Implement feedback loops to capture customer insights and incorporate them into operational improvements. 5. Training and Development: • Provide training and support to frontline staff on customer experience processes and best practices. • Foster a culture of customer-centricity and continuous improvement across the organization. • Stay informed about industry trends and best practices in customer experience management. This is not intended to be an all-inclusive list; other duties may be required. These duties and responsibilities are subject to change at any time. SKILLS/COMPETENCIES • Sales Expertise: In-depth knowledge and understanding of sales processes, strategies, and best practices. Familiarity with sales techniques, negotiation skills, and the ability to close deals effectively. • Communication: Excellent verbal and written communication skills to effectively convey sales strategies, provide feedback, and build relationships with customers and teammates. Active listening skills to understand customer needs and address inquiries or concerns. • Analytical Skills: Proficiency in analyzing sales data, metrics, and market trends to identify areas of improvement, develop sales forecasts, and make data-driven decisions. The ability to interpret and present sales reports and insights to senior management. • Customer Focus: A strong customer-centric mindset and the ability to build and maintain relationships with customers. Understanding customer needs, providing excellent customer service, and ensuring customer satisfaction. • Operations Focus: The ability to identify areas for improvement and enhance work processes to streamline operational workflows and enhance overall productivity and quality of service. • Strategic Thinking: The capability to think strategically and develop effective sales strategies aligned with overall business objectives. The ability to identify market opportunities, assess industry activities, and adapt sales approaches accordingly. • Adaptability and Resilience: Flexibility to adapt to changing market conditions, customer demands, and organizational priorities. Resilience to handle rejection, overcome challenges, and maintain a positive attitude in a fast-paced sales environment. • Technology Proficiency: Familiarity with sales tools and digital platforms used for sales activities, customer relationship management, and sales performance tracking. EDUCATION/EXPERIENCE • High school diploma or equivalent, bachelor’s degree preferred. • 5+ years of Inside Sales experience, preferably in a sales representative-type role. • In-depth knowledge of sales strategies, processes, and sales plans related to growth and profitability. • Industry and product knowledge preferred. • Proficiency with Power BI, Sales Reporting Software, & Microsoft Office, including Word, Excel, Outlook. WORKING CONDITIONS • Remote professional home office setting with reliable internet. • Be available via computer, video conferencing, and phone during business hours. • Be able to work outside of the core schedule, based on business needs. • Travel required, as needed (25%) PHYSICAL ABILITIES • Primarily driving and sitting, with some walking, standing, and bending. • Able to hear and speak on the telephone. • Close visual work on a computer terminal. • Dexterity of hands and fingers to operate a keyboard, mouse, and other technical instruments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. At Animal Supply Company, we connect passionate people, trusted brands, and committed retailed to bring pets the very best. We provide the knowledge and support to help our partners grow. Together, we help pets live happier, healthier lives. Because when pets thrive, the people who love and care for them do too.

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