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Customer Experience Specialist

2 months ago

San Francisco, California, United States Business of Home Full time
Job Description

We are seeking a highly organized and detail-oriented individual to join our team as a Customer Experience Coordinator. As a key member of our operations team, you will be responsible for ensuring seamless customer experiences across multiple locations.

Key Responsibilities:
  • Order Processing: Process customer orders via our ERP system, creating purchase orders and payment confirmation documents.
  • Order Management: Ensure all order details are reviewed and finalized, including drawings for approval and product specifications.
  • Reporting and Analytics: Maintain accurate order status, lead-time, and order delivery reports.
  • Vendor Liaison: Liaise with line and artist vendors on a daily basis to ensure timely completion of all orders.
  • Problem-Solving: Identify source of slowdowns for all new production lead-times and take proactive measures.
  • Shipping and Logistics: Coordinate and/or track all shipping logistics for completed orders.
  • Customer Service: Ensure customer and product-related services issues are documented, resolved, and completed to an exemplary conclusion.
  • Communication: Communicate and coordinate with the sales team and directors to ensure customers receive an excellent experience.
  • Process Improvement: Evaluate customer service and order processing systems, provide feedback, and/or develop systems on the efficiency of the customer service process.
  • Product Knowledge: Demonstrate a high level of knowledge and product information for all COUP DETAT representative brands.
Requirements:
  • 3 to 5+ years of experience in an industry-related customer experience or expediting role.
  • Hands-on experience with ERP software (Proficient in NetSuite or Salesforce a plus).
  • Proficient in Word and Excel.
  • Highly proficient email correspondence and communication skills.
  • Ability to quickly and accurately process high volumes of transactions.
  • Ability to effectively manage rapidly changing priorities without compromising quality or thoroughness.
  • Proactive problem-solving skills and initiative.
  • Proven methods of effective follow-up to creating trust and strong relationships with customers and vendors.
  • Must respond well under pressure in a fast-paced environment.
  • Ownership and pride in your performance and its impact on a company's success.