Customer Experience Agent I

4 months ago

Michigan City, United States Dwyer Instruments Full time

Customer Experience Agent I

Description **Summary:**

The front-facing Customer Experience Agent I reports to our Customer Service Manager or Customer Service Supervisor and will have a focus on upselling, cross-selling, and educating Dwyer customers on the extent of products we offer as well as our NIST calibration services. The primary objective is to take the customer service experience to the next level by growing relationships with clients, learning their processes, and suggesting products that will benefit them.

**Essential Duties and Responsibilities to provide exceptional customer service:**

* Take inbound customer service phone calls, emails, chat, or via social media and follow to resolution

* Prepare and provide quotation data with price, delivery, and catalog specifications information in response to phone and email inquiries as required for all standard and special products with a focus on upselling and cross-selling products

* Daily order entry and computer work to place orders, provide initial quotes and follow-up with customers

* Make outbound calls to follow-up on customers quotations and to perform issue resolution

* Expedite orders; interpret and resolve credit issues; coordinate processing of orders for special customer accounts as assigned; includes contacting internal departments for information and determining transmission to customers

* Manage orders that are not within the normal parameters

* Late orders - proactively reach out to customers when ship date is missed

* Report analyzation (ie: late order, potentially late order, duplicate order)

* Lost shipment management and replacement order processing

* Credits and debits - accounting credit and debit management as needed

* Notify customers in advance of late shipments

* Process web registrations and perform web order resolution as needed

* Monitor and manage the calibration order release process

* Demonstrate consistently high levels of accuracy and reliability

* Ask probing questions in order to cross-sell and upsell our NIST calibration services, accessories, and products

* Collect key information to refer potential OEM customers to the appropriate Customer Development Representative (CDR) as needed

* Identify errors and coordinate corrections

* Consistently perform Revenue Growth Habit activities

* Ability to manage your time effectively; prompt, timely, and efficient processing of orders and all other customer requests

* Have excellent attention to detail, allowing for exceptional order processing/typing accuracy

**Key Performance Indicators (KPIs):**

* Late order resolution

* Achieve sales warranty goal

* Achieve Net Promoter Score (NPS) goal

* Achieve call monitoring score goal

Requirements **Required Skills / Experience / Competencies:**

* Must be able to learn quickly and possess the technical acumen necessary to comprehend all company product lines, pricing, discount structures, and order procedures

* Have strong organizational skills and the ability to drive customer issues to resolution; problem solving

* Possess the ability to communicate tactfully, effectively, and professionally with customers over the phone, via email or chat, and via social media

* Have a positive attitude and a strong sense of teamwork to accomplish team and company objectives

* Prior customer service, order entry, and call center experience is strongly desirable

* Adept computer skills is required; proficiency with Google Platform is strongly desirable

**Physical/Mental Essential Functions:**

* Ability to input data into computers and departmental systems

* Ability to read, analyze, and interpret general business documents and manuals

* Ability to interact / communicate effectively with customers, employees, and external personnel

* Effectively communicate in English orally and in writing

* Ability to identify, communicate and help prevent potential problems

* Ability to solve practical problems within established parameters

* Ability to follow a set of procedures or set of sequences

* Ability to work in a fast-paced environment

* Must be efficient with strong attention to detail

* Ability to use keyboard, sporadic 10 key

* Ability to use mouse (or alternative input device)

**Work Conditions - On Site:**

* Work in an office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Some areas are narrow and difficult to maneuver. Work hours are an 8 hour shift between 7:00 am and 5:00pm. No elevator access to the second floor.

**Work Conditions - Remote:**

* Work in an efficient and healthy work space - good lighting, comfortable temperature, ergonomic adjustable chair, computer keyboard and mouse to suit your needs. Work within agreed upon work hours. Maintain proper posture, take breaks, and be sure to do stretches during your shift. Set boundaries with family members with regard to interruptions and noise, etc. Be mindful to disengage from work and have work/life balance.

* Requires a stable internet connection with appropriate download/upload speeds and bandwidth

Other duties, responsibilities and activities may change or be assigned at any time with or without notice as assigned by the Manager. The job description does not constitute a contract of employment and the position remains at-will.

*Dwyer Instruments, LLC is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, and protected veteran status, status as a qualified individual with a disability, marital status, pregnancy, sexual orientation, ancestry, genetic information or any other characteristic protected by law.*

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