Customer Experience Specialist

Description

As the Customer Experience Specialist (CES) you will serve as the primary point of contact for your assigned customer base and are responsible for providing the highest level of service throughout the life cycle of the order, from inception to the collection of payment. As the Customer Experience Specialist you will act as the liaison between the customer, sales, and internal operations teams to ensure all customer requirements are met.

Essential Duties and Responsibilities:

• Generate quote requests and communicate with salespersons and customers regarding quotes and any other applicable information. This will require the CRS to gain and demonstrate proficiency with the technical aspects of the product including size, shape, finishing requirements, color considerations, adhesive, application concerns, etc.
• Initiate prepress requests for proof creation of new and revised items. Verify accuracy prior to submission to the customer.
• Create and maintain item records within the ERP system to confirm all current specifications are captured to successfully produce the product.
• Conduct contract review to verify correct pricing from the customer PO to the price table created in the ERP system for each item.
• Maintain customer records within the ERP system; including contacts, specific requirements and quality standards.
• Process customer orders by gathering item and order specifics and entering into the ERP system in an accurate and timely manner.
• Effectively manage finished good inventory for assigned customer base by conducting regular data analysis to maintain appropriate stock levels.
• Build and maintain good customer relationships both externally and internally.
• Communicate with production, prepress, and shipping regarding the status of orders, customer requests, and other applicable information.
• Interact directly with the Sales Team and Customers in gathering information for various processes.
• Receive and respond to all customer inquiries in a timely, efficient and knowledgeable manner.
• Initiate proactive follow-up with customers to ensure their needs are being met.
• Address all incoming complaints by actively participating in the quality investigation, and guiding resolution processes to a proper and satisfactory closure.
• Update job knowledge by participating in educational opportunities.
• Participate in continuous improvement projects and strategic initiatives.
• Additional duties as required. Job duties listed are subject to change at the supervisor’s discretion and include but are not limited to the above list.

Requirements:
Education and Experience:

• High School diploma required. Associate degree preferred, in business, sales, marketing or similar curriculum (or equivalent college coursework).
• Minimum of 3 years progressive experience in a similar, direct Customer Service role, preferably in the printing or packaging industry or another similar manufacturing environment.
• Experience managing or supporting customer accounts.

Job Knowledge, Skills, and Abilities:

• Desire and ability to deliver exceptional customer service.
• Excellent verbal and written communication skills.
• Able to think creatively to solve problems and resolve challenges.
• Able to think proactively and anticipate customer needs.
• Able to work collaboratively with other team members.
• Willing to give 110% effort to ensure customers are 100% satisfied.
• Organized, detail-oriented, with ability to multi-task and prioritize competing requests to ensure deadlines are met.
• High competency level with computer and software skills, compatible with job responsibilities; MS Office products, ERP Software, CRM software, Smartsheet, etc.
• Able to work in a fast-paced environment with changing requirements.
• Possess basic math skills: Working knowledge of decimals, fractions, percentages, and the ability to read ruler measurements.

Supervisory Responsibilities:

• None

Training Requirements:

• Willing to attend required training courses or sessions related to the job as assigned.

Physical Demands:

• Sitting, standing, and repetitive tasks of working at a computer.
• Some light office lifting (max 25 lbs.) is required.
• Pass a pre-employment drug test and subject to random drug screening.

Work Environment:

• Primary work environment is an onsite office.
• Exposure to dust and noise in the production environment.
• Warehouse environment temperatures may be influenced by outside temperatures.

Personal Protective Equipment:

• Protective Eyewear and closed toed shoes are highly recommended in the production area and may be required in certain facilities.

Travel Requirements:

• May include occasional travel to customer facilities or off-site seminars and training.

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Employees must be able to perform the essential functions of their position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, provided this does not create an undue hardship for the company. Fortis Solutions Group retains the right to change or assign other duties to this position, as needed.

Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.