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Customer Experience Coordinator

2 months ago

Phoenix, Arizona, United States Connection Full time

Position Overview:

About Us

At Connection, we simplify the complexities of IT by bridging the gap between individuals and technology. Whether a client seeks enhanced management of their warehouse inventory, workforce empowerment, or data security, we facilitate those needs. Our expertise lies in identifying the ideal mix of technological hardware, software, cloud solutions, and support services. Essentially, we serve as the IT Departments IT Department.

Our Culture

Our workforce is enriched by diverse backgrounds, experiences, and viewpoints. This diversity fuels our innovation and enables us to develop technology solutions that distinguish us in the marketplace. We invite you to contribute your unique insights and experiences to a team that thrives on creativity, fresh ideas, and a commitment to assisting others.

Benefits of Working with Us

At Connection, you will discover a supportive work environment and a fulfilling career, complemented by excellent benefits. We take pride in offering a comprehensive rewards package that addresses the financial, emotional, and physical needs of our employees and their families. Our competitive compensation, 401k plans, medical insurance, and additional benefits reflect our commitment to employee well-being. We prioritize mental health by providing complimentary therapy sessions, mental health coaching, and mindfulness resources. Additionally, our generous paid time off policy includes vacation, sick leave, and dedicated Wellness and Volunteer Time Off days.

Role Summary

Under the direct supervision of the Client Experience Manager, the Client Experience Specialist is responsible for managing administrative tasks related to complex client orders and standards. This role involves significant data entry for client quotes, repetitive order processing, and handling client returns. The Specialist will monitor the daily Open Order Report and provide customized reporting as required by clients. Timely responses to client inquiries regarding order tracking and pricing for established system pricing are essential.

Key Responsibilities:

Order Management:

  • Ensure prompt responses to client inquiries and efficient order placement in accordance with company guidelines to meet client service level agreements (SLAs).
  • Understand shipment cutoff times for major distribution partners and carriers.
  • Communicate proactively with clients regarding order placements, including estimated arrival times and backorder updates.
  • Escalate any cost changes or end-of-life product notifications to the Sales Operations Advisor or Inside Account Manager.

Quote Management:

  • Provide timely quotes for customers on velocity products within four hours, based on guidance from the Sales team.
  • Assist with quotes for accounts with established pricing structures.

Sales Support:

  • Offer administrative support for open order tracking, scheduled and custom reporting, and inquiries related to sales orders.
  • Research open orders and deliver estimated arrival information to clients in a report format.
  • Recommend supplier changes or alternative products in collaboration with the sales team.
  • Maintain and update order information in the system for team accessibility.
  • Utilize established tools to provide clients with both ad-hoc and scheduled reports.
  • Collaborate with the Sales team on complex requests regarding open orders or reports.
  • Coordinate with management on requests that exceed the scope of existing reports.
  • Respond to client email inquiries for tracking, serial numbers, packing slips, and Return Merchandise Authorizations (RMAs).
  • Initiate the returned merchandise process and educate clients on RMA creation, entering RMAs into the system.
  • Escalate all RMA requests to Customer Service.

Qualifications:

To qualify for this role, candidates should possess:

  • A minimum of four years of professional experience, including at least two years in data entry within an inside sales environment.

To achieve full proficiency, a total of seven years of experience is recommended.

Technical Skills:

  • Intermediate proficiency in Microsoft Office, particularly Excel for spreadsheet management.
  • Advanced knowledge of Microsoft Outlook, including experience with shared email accounts and multitasking in a fast-paced environment.
  • Basic understanding of desktop/laptop anatomy to address customer needs effectively.
  • Experience with data entry in CRM or ERP systems.

Business Acumen:

  • Familiarity with the customer purchasing process from an Inside Sales perspective.
  • Understanding of the sales cycle for business purchases.
  • Basic knowledge of the sales process to provide clients with accurate SLAs and delivery information.

Other Competencies:

  • Organizational skills and a clear, articulate communication style.
  • Excellent written communication abilities for professional correspondence.
  • Strong listening skills to fully comprehend information shared.
  • A quick learner with the capacity to adapt to new situations with minimal guidance.

Connection, Inc. and its subsidiaries are committed to considering all qualified applicants for employment without regard to race, sex (including pregnancy), color, religion, age, national origin, ancestry, physical or mental disability status, medical condition, sexual orientation, marital status, protected veteran status, and all other characteristics protected by applicable state and federal law. Connection will consider accommodations for any known physical, mental, or other impairments of otherwise qualified applicants to enable them to participate in our applicant screening process and to effectively perform the essential functions of their jobs, unless doing so would impose an undue hardship on the Company.