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Customer Experience Specialist

2 months ago

Louisville, Kentucky, United States Bertelsmann SE & Co. KGaA Full time

Job Summary

This role is responsible for delivering exceptional customer service while meeting quality and performance expectations at Bertelsmann SE & Co. KGaA. The successful candidate will support business objectives to ensure client satisfaction with products and services.

Your Key Responsibilities

  • Oversee customer accounts to ensure service level agreements are met and create, generate, and maintain reports (daily, weekly, monthly as required by the client) used for internal and client communications.
  • Monitor processes related to customer-specific requirements and order management for our e-commerce businesses.
  • Manage inventory updates, promotional planning, customer return cases, and inbound planning.
  • Prepare and maintain status reports, modify schedules, prepare status reports for management, clients, or others.
  • Assist the Account Manager in providing data, advice, and resolving problems.
  • Work closely with operations to ensure program requirements are met on a daily basis and prepare for and participate in business reviews with the client.
  • Create deliveries daily and monitor order processing.
  • Monitor stock availability to ensure that all orders are cleared in a timely manner.
  • Support account and purchasing teams to troubleshoot issues with orders.
  • Communicate with customers on order status and expected delivery dates.
  • Coordinate return shipments (create return labels).

Your Profile

  • At least 3 years of customer service experience.
  • At least 2 years using Microsoft Office; intermediate to advanced level experience in Excel, PowerPoint, and Power BI required.
  • 3PL, supply chain, logistics, or similar experience preferred.
  • E-commerce experience preferred.
  • Strong organizational skills.
  • Solid analytical ability and strong verbal and written communication skills.
  • SAP knowledge.
  • Project management experience is a plus.

We Offer

  • Medical, dental, vision, life insurance, and disability pay.
  • 401(k) with company matching up to 6%.
  • Paid time off, including paid holidays.
  • Flexible spending accounts.
  • Voluntary benefits such as legal and financial assistance, pet insurance, and more.
  • Employee assistance program.
  • Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.
  • Commuter benefits.
  • Employee engagement activities.