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Customer Experience Specialist

2 months ago

Lancaster, Pennsylvania, United States ECORE International Full time
Customer Experience Specialist

Ecore International is seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our Customer Service Department, you will play a vital role in ensuring exceptional customer experiences across all brands and markets.

Key Responsibilities:
  • Assist Account Managers with order processing and phone support
  • Act as a backup for Account Managers, providing coverage during peak times and vacations
  • Engage customers, resolve issues, and solve customer challenges with a proactive and resourceful approach
  • Emulate company values and guiding principles in daily interactions with customers
  • Provide professional and timely support on all phone lines, utilizing caller qualification questions and taking appropriate action
  • Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordination with other departments
  • Build and maintain business relationships with customers, promoting customer loyalty and satisfaction
  • Regularly make recommendations to customers to solve problems with minimal next-level management involvement
  • Provide account support and coverage, including front desk coverage, and adhere to manufacturing guidelines and lead time expectations
  • Handle freight quote requests, process quotes, and resolve billing issues
  • Enter and process internal and sample orders, utilizing the sample website and Epicor
Requirements:
  • 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
  • Proficient in Microsoft Office Suite and able to type at least 40 words per minute
  • Strong math skills required
  • Proven ability to learn new software programs
  • Skilled at working independently and managing multiple priorities with attention to detail and great organizational skills
  • Excellent verbal and written communication skills, with a positive personality
  • Listening, problem-solving, and great interpersonal skills required
  • Proactive and shows initiative, personal accountability, and a propensity toward change and process improvement

Ecore International is an equal opportunity employer and participates in the E-Verify program. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity.