Customer Experience Specialist

3 days ago

San Jose, California, United States Snap-on Full time
Job Summary

The Customer Experience Representative plays a vital role in driving top-line sales by delivering exceptional customer experiences. This role supports operational excellence by ensuring process conformity and improvement.

Key Responsibilities
  • Evaluate and manage new and existing customer engagement information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members.
  • Disqualify contacts as needed and set customer expectations around the follow-up timeline.
  • Respond to customer inquiries via phone, email, and web chat.
  • Enter and manage customer information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members.
  • Update our customer relationship management (CRM) system to ensure accurate and up-to-date sales data.
  • Perform assigned responsibilities in conformance to ISO procedures and support the organization in meeting quality objectives.
  • Support and participate in the company's health and safety program.
Requirements
  • Bachelor's degree in business administration, sales, marketing, or a related field.
  • 3+ years in a sales or customer service role required (retail experience considered).
  • Excellent attention to detail to ensure accuracy and quality in data analysis and reporting.
  • Proficiency in using CRM systems (Netsuite Ideal), and Microsoft Office Suite (Word, PowerPoint).
  • Experience using a project management tool would be a plus.
  • Ability to work collaboratively with cross-functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.
Language Skills

Effective communication skills to deliver feedback to team members as needed. Excellent verbal and written communications skills.

Mathematical Skills

Strong mathematical and problem-solving skills required. Able to lead a team through the complete 8D problem resolution process. Able to interpret KPIs and recognize trends in key metrics that require intervention. Understand and interpret SPC and other statistical methods used to control process outputs.

Reasoning Ability

Strong adaptability to work in a fast-paced, dynamic environment with shifting priorities and handle multiple tasks simultaneously. Strong analytical and problem-solving abilities to gather, interpret, and analyze sales data and metrics.

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