Customer Experience Specialist

Job Description

Job Description

Description:

This position is responsible for processing sales orders, addressing the needs of customers and/or brokers, and resolving issues as they occur for our wholesale business. This position works closely with territory sales managers and other wholesale account specialists.

JOB SUMMARY

• Answer incoming calls, respond to emails, and provide account and order information such as order status, product availability, processing updates, and shipping times.
• Process incoming sales orders into our system and see them through to completion, including follow up to resolve anything delaying their completion.
• Respond to new customer inquiries and set up new accounts in the system, including all necessary business information, shipping requirements, and personnel contacts.
• Support territory sales managers and contracted brokers by providing timely and accurate information and solutions as requested.
• Resolve problems relating to product and shipping. Process claims, credits, and replacements in the system as relates to quality and damage issues.
• Coordinate professionally with other teams such as Finance, Operations, and Warehouse when necessary to ensure situations are addressed.
• Develop an understanding of our brand, products, and policies to better service our wholesale customers and contracted sales representatives.

• 1-3 years of related experience required. Bachelor’s degree preferred.; high school diploma required
• Strong written and verbal communication skills for both internal and external exchanges
• Ability to organize and prioritize your own workflow
• Strong problem-solving and analytical capability
• Customer service/sales experience preferred, preferably in consumer goods
• Strong computer skills and experience with Microsoft Office
• Ability to work independently and as a member of a team
• Ability to climb stairs