Customer Experience Specialist
3 weeks ago
We are seeking a highly motivated and skilled Customer Experience Specialist to join our dynamic Custom Experience Team. In this role, you will assist our high profile customers with their product inquiries, provide exceptional customer service, and resolve any issues that arise. The ideal candidate is detail-oriented, empathetic, an excellent communicator, and has a passion for delivering outstanding experiences to our customers.
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Essential Accountabilities
Customers
- Be an advocate for Sales - Customer Centric, customer facing and a single point of contact for the Sales Team.
- Support/drive sales growth - i.e. Identify/communicate gaps in order patterns.
- Respond to customer inquiries via phone, email (high volume daily), and chat in a timely and professional manner.
- Manage customer accounts and follow up on any outstanding issues to ensure prompt resolution.
- Navigate sophisticated customer portals. This may include retrieving orders, managing blanket orders and scorecards.
- Intermediate to advanced Excel skills to manage customer forecasts and other reports as required.
- Elevate customer concerns and provide solutions to ensure overall satisfaction, coordinating with appropriate cross-functional resources.
- Initiate corrective action procedure in response to customer requirements to resolve customer concerns.
- Ability to recognize critical situations and provide escalation path for resolution; to ensure the customers satisfaction is met.
- Attend to customer orders, process returns, and coordinate refunds as needed.
- Provide clear order visibility while optimizing the order fulfillment process from start to finish to ensure orders deliver on time and complete.
- Collaborate with internal stakeholders to ensure customer satisfaction and timely resolution of issues.
- Provide feedback to the management team on common customer issues and feedback.
- Identify opportunities to improve the overall customer experience and make recommendations to the management team.
- Support KPI's to include, On time in full >96%, EDI/Portal orders >95% and keep past due orders
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