Customer Experience Specialist

Job Details
Job Location:    Charlotte, NC
Salary Range:    Undisclosed

Description

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers' and our success.  Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.  Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia.  Emerson is the global leader of process systems and solutions.  R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability.  The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper. 

Apperture Solutions is a technology independent, professional consulting, and implementation services firm.  Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services.  Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs.

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

We are offering an opportunity for a Customer Experience Specialist to join our team. The successful candidate will perform various order management functions, including but not limited to day-to-day customer support, order entry, purchase order management, and expediting. The successful candidate will have a solid understanding of customer service and purchase order/invoice business systems. Strong knowledge of computer applications, including MS Word, Excel, ERP, and CRM systems, is required. In addition, the candidate should demonstrate excellent written and verbal communication skills. 

Specific Responsibilities

• Work with a sense of urgency to ensure that all Customers' needs are always satisfied. 

• Work closely with the Inside Sales team, Accounting team and Warehouse to provide customer support, including but not limited to order entry, RMAs, order expediting, and managing open and late order status reports. 

• Perform work that is accurate and of the highest quality. 

• Provide Customer facing/day-to-day phone and email support. 

• Maintain familiarity and basic understanding of all Product and Service offerings. 

• Maintain knowledge of appropriate business practices and procedures. 

• Proactively provide Customer reporting and documentation. 

• Manage customer expediting requests by working with appropriate internal groups, coordinating completion, and ensuring timely responses to the Customer. 

• Participate in Customer meetings as required. 

• Procurement (purchase order entry, vendor correspondence, pricing, and overseeing the timely delivery of parts needed). 

• Support/enhance vendor relationships. 

• Understanding of inventory management. 

• Competent in understanding technical product purchase orders & service contracts. 

• Execute supplier and Customer returns. 

• Maintain Customer information for optimizing CRM. 

• Manage interactions through various Customer (EDI) portals as needed. 

• Maintain awareness of software program relationships and the ability to work quickly between multiple programs. 

• Ability to resolve Customer order issues in a timely, professional manner. 

• Basic understanding of logistics. 

• Actively participate with team members to achieve company goals. 

• Other duties as required. 

Qualifications

Required Competencies

• Demonstrates complete focus on providing an exceptional Customer Experience

• High level of professionalism – no participation in gossip, politics, or activity that betrays confidences, or creates a disharmonious workplace 

• Self-directed, self-motivated, and highly detail-oriented

• Organized and reliable 

• Demonstrates integrity 

• Ability to work in a fast-paced environment while juggling multiple tasks at any given time

• Ability to reason through solutions for Customers' issues

• High computer application literacy (including Microsoft Office Suite, and ability to learn internal business systems)

• Able to manage difficult situations and respond promptly to Customer needs   

• Quickly embrace/learn and apply new technology and/or procedures as needed 

• Excellent interpersonal, verbal, and written communication skills 

• Ability to work in a team environment; a team player 

• Possess a high level of energy, initiative, enthusiasm, and cooperation 

• Must exercise good judgment and discretion 

• US Citizen  

• Fluent in English  

• Excellent verbal and written communication skills  

• This is a hybrid role requiring three days per week in the office and two days working from home.

Required Education and Experience

• High School diploma required 

• College degree preferred

• 1-2 years Customer Service experience 

Preferred Experience/Competencies

• Bachelor's Degree or equivalent experience 

• IFS experience preferred

Physical Requirements

• Standing
• Walking
• Sitting
• Kneeling
• Reaching Overhead
• Climbing
• Pushing and Pulling
• Lifting - 20 pounds
• Using a Computer
• Using a Telephone
• Driving

RE Mason Company is a federal contractor and, as such, is required to solicit the disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason's Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at

This is a drug-free workplace. Employment is contingent upon the successful completion of any required pre-employment and, if applicable, ongoing drug testing, including testing mandated by customer site access requirements.

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