Customer Experience Agent

About the Organization

Description

SUMMARY OF POSITION:

Under the direction of the Manager of Customer Experience the Customer Experience Agent is the primary order entry resource for assigned customers and is the point person for all incoming customer inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• First point of contact for all incoming calls and emails to the Customer Experience Department. Provide exceptional support via phone and email to customers, addressing inquiries regarding orders, promotions, shipments, and product details. Actively work to increase sales based upon knowledge of customers and their needs. Ensures calls appropriately managed or redirected when in meetings, on breaks, or out of office.

• Processes orders, including order entry, status updates, backorder management, & prebook management. Ensure accurate documentation of customer requirements for orders placed. Ensure timely and accurate delivery of products all the while developing a strong working relationship with the customer.

• Proactively address and resolve any customer concerns, complaints, or returns, ensuring timely and satisfactory solutions to maintain customer loyalty.

• Work with the CRM system to streamline communication and to build account knowledge. Develop and maintain positive, long-term relationships with customers by understanding their needs and delivering personalized service.

• Stay informed on product offerings and promotions to effectively assist customers with product selection and upsell opportunities.

• Work closely with the cross functional teams to ensure timely fulfillment of orders and initiative-taking communication on any potential delays or stock shortages to customers. Routes all inquiries and account needs to the proper department to develop solutions in the best interest of both the customer and the company. Follow procedures and protocols to ensure consistent service and strong working relationships with team responsible for shipping, delivery, accounting, and technical issues from a customer service perspective.

• Track customer feedback, report on customer service trends, and provide insights to management on customer needs or concerns.

• Travel to support account events, account shows, or industry events.

SUPERVISORY RESPONSIBILITY

This job has no direct supervisory responsibilities of other team members; however, this position will lead the effort as point person for all incoming inquires to the over assigned accounts.

Position Requirements

EDUCATION and/or EXPERIENCE

• Bachelor's degree in related field or four years of equivalent experience.

• Two-years customer service or sales experience.

• Excellent communication skills, both written and verbal.

• Ability to professionally resolve customer issues with integrity and recognition of the importance of long-term business relationships.

• Ability to manage multiple inquires and prioritize tasks efficiently.

• Detail-oriented with strong organizational and multitasking skills.

• Proactive and positive outlook, with a passion for delivering exceptional customer experiences.

• Multi-task in a fast-paced environment

LANGUAGE SKILLS

• Ability to read and interpret documents such as statistics, reports, and process and procedure manuals.

• Ability to write routine to complex reports and correspondence.

• Ability to speak effectively with management, customers, and others in the organization.

TECHNICAL & MATHEMATICAL SKILLS

• Working knowledge of enterprise management software, CRM Software, and Microsoft Office Suite.

• D365 experience preferred.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

• Ability to apply common sense understanding to conduct instructions furnished in written, oral, or diagram form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

• The employee is occasionally required to stand and walk.

• The employee must occasionally lift and/or move up to ten pounds.

• Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• The noise level in the work environment is usually moderate.

TRAVEL

Limited travel required.

Location
Corporate Headquarters

Full-Time/Part-Time
Full-Time

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Travel Requirements

This position is currently accepting applications.