Customer Experience Associate

divh2Customer Experience Associate/h2pAt Autocar Parts, we fight for the customers needs. We invest in and grow businesses that disrupt their industries by putting the customers needs first. From big data to industrial manufacturing, we deliver tools that transform the work of the people that use them. We are privately owned and expect our team members to act with an owner mindset: Relentless about creating value for the customer. Dogged about finding efficiencies and eliminating waste. Standing arm in arm with the rest of the team until the job is doneand ready to do it again the next day, with a smile. It is not easy to do things differently. But we do itbecause we are passionate about improving our business and the lives of the people who use our tools./ppThe Customer Experience Associate role is customer focused and deals with inbound call centers, processing customer orders, resolving inquiries on credits/returns/warranties by facilitating these requests through the appropriate channels./ph3What We Offer/h3ulliCompetitive compensation that recognizes your skills, experience, and impact/liliPerformance-based annual bonuses that reward results and contributions/liliComprehensive medical, dental, and vision coverage to support your well-being/lili401(k) with a 4% company match to help you invest in your future/lili8 paid company holidays to rest, recharge, and maintain work-life balance/li/ulpCustomer Service is a critical role within our company. We depend on our Call Center employees to service our customers by delivering on our Autocar Trucks pledge of always up. Building strong relationships with our customers and satisfaction that you have resolved their issue. Working through difficult situations with internal and external customers while maintaining a high level of customer service./pulliCustomer satisfaction retention/liliOrder processing within 2 hours/liliCredit/Return/Warranties processed within 72 hours/liliCustomer response time for calls emails within 2 hours/liliProcess freight claims through claim portal within 2 hours/liliProcess improvement and simplified efficiencies in support of company and financial goals/liliInvestigate, analyze, and process claims/li/ulpEssential Duties Responsibilities/pulliGuide and process customer orders and inquiries in a fast-paced environment./liliCommunicate with customers via phone and email via case management./liliInvestigate and solve customer problems and find best possible solutions./liliHelp customers navigate our website and place orders online (Automated order entry)./liliProvide knowledgeable answers to questions about products, pricing, and availability./liliRespond to shipping inquiries and answer order status questions./liliBecome a product expert and understand each customers needs to provide real, effective solutions and deliver exceptional customer service./liliAnalyze and process all required paperwork related to refunds, returns, and warranties/liliGenerate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes/liliComply with changes in policies or renewals/liliProcess freight claims through claim portal/liliProcess warranty claims through supplier portal/liliServe as liaison between supplier, customer, and internal departments to investigate claims, to ensure claims are resolved, process orders, returns, credits and warranties./li/ulpPosition Requirements/ppTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions./pulliExcellent verbal and written communication skills./liliAdvanced skills and knowledge of Excel and Word./liliStrong follow up and team skills./liliAbility to multi-task, problem solve and prioritize to meet deadlines./li/ulpKey Competencies/ppTo perform the job successfully, an individual should demonstrate the following competencies:/ppProblem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics./ppTechnical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Working with multiple softwares and platforms simultaneously./ppCustomer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments./ppInterpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others ideas and tries new things./ppOral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings./ppTeamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyones efforts to succeed./ppCost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources./ppJudgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions./ppDependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan./ppInnovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others attention./ppRequired Education, Certification, Training/pulliBachelors degree or high school diploma with 3+ years of relevant experience. Bachelors degree is strongly preferred./li/ulpWork Environment: Office setting/ppPhysical Requirements:/pulliCapable of meeting OSHA standards for manual lifting guidelines: lt; 50lbs/liliWhile performing the duties of this job it is required to stand, walk, and use hands; reach with hands or arms; climb, balance, stoop, kneel, or crouch when necessary for job activity./liliAbility to stand, sit, and/or walk for extended periods./li/ulpJob Duties Disclaimer: The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee may be required to perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs./ppEqual Employment Opportunity: Autocar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law./ppReasonable Accommodations (ADA Compliance): Autocar complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. Employees who require assistance or accommodations should contact Human Resources./p/div