Customer Experience Specialist

3 weeks ago

Walpole, United States Hollingsworth & Vose Full time

POSITION SUMMARY: Customer Experience Specialist

Hollingsworth & Vose Customer Experience Specialists are committed to delivering customer satisfaction by playing an integral role in expanding customer relationships and providing specialized customer support to become a trusted liaison between H&V and our customers. The Customer Experience Specialist will work in collaboration with internal and external stakeholders to deliver on, and ultimately improve, our customer experience. They continuously develop relationships, understand business needs, and bring the voice of the customer into the organization ensuring effective solutions to complex service issues. They review internal policies and procedures with an improvement mindset to drive successful customer journeys.

DUTIES AND RESPONSIBILITIES:

Working with our largest clients as their trusted advisor and support expert while developing relationships at all levels of their organizationDeliver on insights and analytics for Supply Chain and Regional Product Management teams to ensure seamless execution of inventory programs, business reporting, and electronic data interchange.Monitor key raw material constraints, logistics movements, and production scheduling compliance working closely with H&V operations to guarantee customer on time deliveriesDevelop improvement plans with internal stakeholders to improve key customer metrics; act as project manager to ensure improvement programs are completed and timelyDevelop deep capabilities with internal order management, scheduling, and customer relationship management systems to provide proficient analysis and communication of customer inquiriesServe as the primary customer contact for defined tactical responsibilities and whenever the Account Manager is not available.Proactively monitor all aspects of the customer scorecard and associated data sources (stocking programs, quality metrics, customer complaints, Salesforce.com chatter)Maintain a state of constant communication and collaboration with both Account Management and Manufacturing Operations in order to continuously align customer expectations with internal capabilitiesCollaborate with Accounts Receivable and Account Management to resolve any invoicing/payment inquiries in a timely mannerTravel to client and H&V sites for continuous training, relationship development and product knowledge.

EDUCATION/EXPERIENCE:

Bachelor’s degree required.5-7 years Customer Service, Supply Chain Management, and/or Sales Experience

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

Intermediate/Advanced Microsoft Office Suite skills.Excellent written and verbal communication skills.Excellent math skills and high accuracy.Basic knowledge of Salesforce.com

CORE COMPETENCY REQUIREMENTS

Client oriented. Must possess understanding that the primary function is customer’s satisfaction and must be motivated to go beyond normal job responsibilities to achieve.Ability to work in a team environment and interact with all levels of management This includes strong interpersonal and presentation skillsAbility to logically organize and accurately document activities.

LEADERSHIP SPECIFIC COMPETENCY REQUIREMENTS

Demonstrated results in leading indirect, diverse, and multifunctional teams to successful outcomes Strong commitment to take responsibility for actions and outcomes, and to overcome obstacles.High comfort level with making data driven decisions and recommending direction to satisfy client requests.

PHYSICAL REQUIREMENTS AND ENVIRONMENTS

Hybrid work model (60% in office)Able to work in shared office space environmentPossible travel (10-20%).

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