Customer Experience Coordinator

4 weeks ago


Colmar Manor, Maryland, United States Dorman Products Full time
Job Summary

The Customer Experience Analyst plays a critical role in supporting the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements. This position is essential in building and maintaining relationships with customers, monitoring service levels, and providing ad hoc support as needed. The successful candidate will be a key contributor to Dorman's continued growth and success.

Key Responsibilities
  • Work collaboratively with internal and external customers at all levels of the organization to deliver exceptional customer experiences.
  • Communicate effectively with customers and sales teams to respond to customer and sales 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 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 from sales, supply chain, and customers.
  • 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.
Requirements
  • 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. Noise level is usually moderate.
Education / Experience
  • Bachelor's degree in General Studies/Business preferred.
  • 1 year of experience in Logistics and/or Customer Service. 2 years of related experience preferred.
Core Values & Competencies

Driving for Results, Displaying Technical Expertise, Prioritizing and Organizing Work, Championing Customer Needs, Driving Continuous Improvement, Communicating Effectively, Ideation and Innovation, Deliver Customer Value, Empower Our Contributors, Accountability for Results, Strive for Excellence.

Dorman Products is an equal opportunity employer; 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. www.DormanProducts.com


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