Customer Experience Representative
3 weeks ago
At Benjamin Moore, we're committed to empowering our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie.
We're looking for a highly skilled Customer Experience Representative to join our team. As a key member of our Customer Experience team, you will be responsible for providing exceptional customer service while developing relationships with both internal and external customers.
Key Responsibilities- Owns the Call - Fosters a sense of commitment and responsibility to each customer whether internal or external.
- On the front lines with our digital end-users, acting as the voice of Benjamin Moore.
- Responsible for remaining current on all platforms used to conduct digital sales and online customer interactions.
- Expertise in Benjamin Moore product portfolio, color tools and competitor products.
- Provide information to end-users regarding Orders, Delivery, product availability, Pricing and Promotions.
- Provide retailer support for their online activities.
- Serve as oversight for end-customer programs that involve a pick-up-in-store element.
- Obtain and evaluate relevant information to handle inquiries and complaints and either resolve customer issues or properly escalate.
- Responsible for delivering consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, and documenting problem resolution.
- Utilize CRM to capture contact information and feedback.
- Embraces change and applies new training knowledge on a regular basis.
- Meets individual monthly business targets and team service level goals pertaining to incoming & outgoing calls, emails, and chat.
- Prioritize and manage multiple tasks simultaneously in an office environment with aggressive deadlines.
- Handle overflow requirements for retailer order processing.
- Minimum of 2-year customer contact center experience or consumer goods direct support preferred.
- Must have a service-oriented mindset and be capable of making every guest feel valued.
- Previous SAP and SAP Commerce/Hybris experience preferred.
- Demonstrated ability to prioritize and perform multiple tasks.
- Good organizational skills; detail-oriented; self-starter.
- Excellent verbal, written, and telephone communication skills.
- Basic knowledge of Windows, MS Office Suite, and Internet Explorer required.
- Must be able to work in a team environment.
- Ability to work occasional overtime and weekend shifts required.
- Effective problem-solving skills.
- Expertise in contact center operations, software, and processes along internal tools and operating systems.
- Basic product knowledge.
- Understanding of the retail paint business.
- Ability to analyze situations and identify opportunities for success.
- Effective decision-making and problem-solving skills.
- Must be self-motivated and driven.
- Effective time management skills.
- Flexibility in adapting to changing situations.
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