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Customer Experience Specialist

5 months ago

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Customer Experience Specialists are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience center of excellence, responding to all our scientific customers around the world.

Key Responsibilities:

  • Supporting customers via e-mail, phone, and other channels.
  • Actively listen and identify customer needs and concerns to effectively provide top tier service.
  • Investigates customer inquiries and identify proper course of action.
  • Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relates to work duties.
  • Responsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed.
  • Assists customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities.
  • Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
  • Responds to post-order customer service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.
  • Responsible for national security requirements and export compliance of all transactions.
  • Performs other duties as assigned

Minimum Requirements/Qualifications:

  • Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.
  • Capable of using learned knowledge to drive in the moment business decisions.
  • Aptitude to learn and comprehend scientific vocabulary/terminology.
  • Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
  • Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.