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Customer Experience Specialist

2 months ago

Lancaster, Pennsylvania, United States ECORE International Full time

**Job Summary**

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 be responsible for providing exceptional customer service and support to our clients.

**Key Responsibilities:**

  • Assist Account Managers with order processing and phone support
  • Act as a backup for Account Managers and provide coverage during peak times
  • Engage with customers to resolve issues and provide solutions
  • Emulate company values and guiding principles in all interactions with customers
  • Be an extension of the organization, demonstrating empowered responsibility for nourishing relationships with customers
  • Understand company operations and the impact on customer orders
  • Proactively involve internal departments to address customer satisfaction issues
  • Act as a liaison between technical/post-sales support and quality assurance, and our customers
  • Provide professional and timely support on all phone lines
  • Ensure delivery of excellent customer service through fast and accurate processing of orders
  • Build and maintain business relationships with customers to promote loyalty
  • Regularly make recommendations to customers to solve their problems with minimal next-level management involvement needed
  • Provide account support and coverage when colleagues are unavailable
  • Adhere to manufacturing guidelines and lead time guidelines when placing an order
  • Respond appropriately to lead time expedite requests
  • Provide education and support to customers, sales, and other team members regarding the business unit
  • Review each purchase order before processing to ensure all required information has been received and is accurate
  • Enter the purchase order into Epicor and file a PDF of the Order Acknowledgement in Epicor
  • Verify pricing on customer submitted POs based on current price pages
  • Process all orders following the order entry guidelines
  • Process credit card payments
  • Provide customers with quotes and/or Pro Forma invoices as requested
  • Obtain project name and brand/market details from the customer for internal reporting needs
  • Follow communication procedures, guidelines, and policies to include the Customer Service SOP
  • Assist customers with navigation through company websites, literature, installation documents, test results, and other resources
  • Notify the appropriate internal and external parties when shipping, manufacturing, or quality issues arise
  • Respond appropriately to customers' and sales' inquiries and requests for modifications to orders
  • Expeditiously enter claim orders as instructed by Technical Services
  • Provide quotes that were requested by established customers or by Sales
  • Review Ecore customer list to determine if credit terms have been previously extended
  • Respond as requested to order lead times, date improvement requests, quick ship, and expedited shipping requests for stocked products
  • Understand and review inventory availability to work out best possible solutions for the customer
  • Coordinate Sales efforts with production and shipping to resolve questions on order requirements or resolve problems that may occur
  • Sell promotional (Remnant) material, keeping familiar with current stock and special promotional items
  • Understand manufacturing yields and validate them against custom orders to ensure yield maximization or that special pricing, to include waste, has been factored in to the calculation
  • Handle all aspects of freight quote requests
  • Provide backup support to other team members during vacations and other peak times
  • 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
  • Must be proficient in Microsoft Office Suite and able to type at least 40 words per minute
  • Strong math skills required
  • Must have a proven ability to learn new software programs
  • Must be skilled at working independently and able to manage multiple priorities with an attention to detail, great organizational skills, and the ability to handle multiple accounts throughout each day
  • Excellent verbal and written communication skills required, with a positive personality
  • Listening, problem-solving, and great interpersonal skills are required
  • Must be proactive and show initiative, personal accountability, and have a propensity toward change and process improvement