Customer Experience Specialist

The Customer Experience Specialist (CXS) improves our customers’ experience in keeping with our Values, Mission, and Quality Policy. The CXS is our sole post-PO customer contact and thus exerts an enormous influence on—and is primarily responsible for—the overall customer experience. Customer Experience (CX) is more than customer service. Our CXS role entails traditional customer service duties but it also incorporates marketing and analysis responsibilities. Our CXS is on the front lines of consumer interaction and thus contributes valuable insights to help team members across the enterprise enhance the customer experience, retain business and increase revenue. Our CXS serves as the primary post-PO point of contact for customers, via email and phone. Our CXS has a thorough understanding of our products and responds quickly to post-PO customer inquiries and solves any issues in a timely fashion. They analyze customer encounters to identify possible areas of improvement by understanding the needs, motivations and emotions of customers, and help us improve processes and interactions to create a positive customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Proactive Order Status information and updates Logistics Support: ascertain customer shipping addresses, detail Freight terms (Incoterms), and proactively provide customers with tracking numbers/freight details on shipment Handle any payment (and payment terms)-related correspondence User support: respond to requests for instructions, post-PO technical questions, etc. Record all customer interactions in the relevant Call(s) Post‑Shipment Customer Experience Feedback Proactively follow‑up with customer to ensure complete satisfaction; address any issues Collect, analyze and track customer feedback Identify gaps in customer experience for all customer interactions Develop and post relevant Metrics Enter customer information into M1 database. Open, update, and close Calls as needed. Process customer Sales Orders (and access/download Exostar orders) Send Order Acknowledgements Create Certificates of Conformance Maintain relationships with customers and dealers via email or phone Internal CX Support Liaise with internal teams to ensure that issues in the customer experience are addressed Raise red flags wherever the business process needs correction Suggest internal improvements based on gathered data Provide support for customers visiting BIRNS from arrival to departure, to include: Arrange for limousine or other transportation service (SUVs with professional drivers) for airport pickups, ensuring a driver will greet visitors inside the terminal with a sign displaying the group’s name. Coordinate hotel accommodations, including number and type of rooms needed. Order bottled water for visitors, refrigerate, and ensure availability during their visit. Confirm any dietary restrictions with visitors in advance and arrange appropriate meals (breakfast, lunch, snacks) to be delivered to the BIRNS office. Set up refreshments and food for meetings. Prepare the conference room by ensuring tables, chairs, and whiteboards are clean and ready for use. During meetings, monitor and maintain the conference room by tidying, replenishing refreshments, and supplies as needed for visitor comfort. Maintain ongoing communication with the Technical Sales Manager throughout the visit to proactively address additional needs and ensure an excellent customer experience. Other Manage company memberships in industry organizations as needed. Provide support with vendors for marketing activities as needed. Distribute press releases and/or HTML newsletters as needed. Help with event and trade show planning; make arrangements and reservations as needed. Provide in‑booth trade show support and help with post‑show follow up.

QUALIFICATIONS

EDUCATION and/or EXPERIENCE: Bachelor’s degree (B/A) from a four‑year college or university, and five years’ related customer service experience and/or training; or equivalent combination of education and experience. Degrees in business, management, or English are strongly preferred. LANGUAGE SKILLS: Excellent verbal, written and presentation communication skills, as well as strong listening skills. Must be able to read and write business correspondence and reports; respond to inquiries or complaints from customers; and to speak effectively to customers and company employees. SOCIAL SKILLS: Ability to continually interact with others as a contributing member of a close‑knit team, with others possibly of different backgrounds and interests, without friction. Must have exceptional collaborative interpersonal skills, deep empathy and listening skills, and the sincere desire to help others by working in a diverse, dynamic and fast‑paced environment. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and finance. REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. COMPUTER SKILLS: Ability to use a personal computer, email and the Internet, and a working knowledge of Microsoft Word, Excel, and PowerPoint software. Significant computer proficiency in Windows environments and experience with integrated ERP software (e.g. M1, Epicor, or Made2Manage) is required. TECHNICAL SKILLS: Proven ability to improve manufacturing processes, product quality and a focus on manufacturability and profitability. The specific technical/administrative/managerial knowledge, skills and abilities needed to perform the job competently (e.g. process flow development, computer software, etc.) GENERAL: Self‑starter, able to work independently, able to work under pressure, results oriented, has the drive to completion on schedule, and is profit‑minded and dedicated. Displays exemplary ethics and business conduct and has outstanding interpersonal, organization, and time management skills. Has a strong passion to help people and for customer satisfaction. PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to use hands to manipulate papers; use fingers to type; and reach with hands and arms (and, sometimes, to stoop) to place/replace file folders, documents, etc. They are regularly required to hear the telephone and use it to speak clearly to customers. They must regularly lift and/or move files or documents weighing up to 10 pounds, and occasionally lift and/or move items (e.g. catalogs, literature, product samples or show display materiel) weighing up to 50 pounds. Specific vision abilities required by this job include close vision for typing, color vision for filing with color‑coded files and documents, and the ability to adjust focus, e.g. when shifting gaze back and forth between a document and a computer screen. WORK ENVIRONMENT: While performing the duties of this job, the employee is regularly exposed to an environment typical of a small‑to‑medium sized business office. The noise level is usually quiet to moderate; noise producers include standard office equipment (including, but not limited to, ringing telephones and computer printers). #J-18808-Ljbffr BIRNS, Inc.