Customer Experience Specialist
2 months ago
Dorman Products is a leading global organization that has been driving new solutions for over 100 years. We offer an always-evolving catalog of automotive, heavy-duty, and specialty vehicle products, with a family of brands that includes SuperATV and Dayton Parts. Our commitment to innovation and customer satisfaction has earned us a reputation as a trusted partner in the industry.
Job SummaryWe are seeking a highly motivated and detail-oriented Customer Experience Analyst to join our team. As a key member of our customer experience team, you will provide support to the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements. This role is critical in building and maintaining relationships with customers, monitoring service levels, and providing ad-hoc support as needed.
Key Responsibilities- Work cross-functionally with internal and external customers at all levels of the organization to ensure seamless communication and collaboration.
- Communicate with customers and sales teams on a routine basis, responding to customer and sales issues and inquiries in a timely manner.
- Monitor orders for extreme spikes and concerns, escalating as necessary to ensure timely shipping and accurate execution.
- Deliver monthly reports to best connect with and understand assigned customer service and performance.
- Assist in managing and monitoring customer Key Performance Indicators (KPIs), including executing service improvement plans for KPIs below target.
- Implement activities needed to achieve sales plans through program execution with collaboration of sales, supply chain, and the customer.
- Audit and load customer contract pricing in SAP.
- Execute the NPA process with customers.
- Execute customer programs from PO to delivery.
- Review customer deductions and fines/fees for validity and provide backup/data to finance as needed.
- Intermediate level Microsoft Office experience required (Word, Excel, and PowerPoint).
- Ability to work flexible hours and overtime as required (limited).
- Ability to travel 10% of the time (travel to customers' offices).
- Effectively work in a team environment, supporting others through coverage, problem-solving, and day-to-day interaction.
- Knowledge of EDI and SAP preferred.
- Physical requirement: capability to lift 20 pounds.
- Working conditions: while performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen.
- Bachelor's degree in General Studies/Business preferred.
- 1 year of experience in Logistics and/or Customer Service. 2 years of related experience preferred.
We value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V.
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