Customer Experience Representative

Customer Experience Representative

Customer Service Representatives are responsible for order management from our customer base. This includes all aspects of a customer's order starting with answering telephone calls, responding to emails of approx 100 per day, proactively sending customers confirmation and notifications, order processing, following order through billing process, arranging freight rates for customers, setting up and maintaining customers contacts in our ERP system, sending stocking needs to supply chain, printing COA's & SDS's and sending to customers, communicating with logistics department regarding order status, handling customer complaints, and investigating short payments on invoices. The role requires extensive proactive communication with customers, the sales team, supply chain, logistics and the management team.

Essential Duties and Responsibilities include the following:

• 3+ years previous work experience in customer service or related area, with job responsibilities related to the above listed duties and responsibilities.
• High school graduate or equivalent; college degree preferred.
• Experience with order entry into a ERP system.
• Knowledge of freight terms and chemical packaging a plus.
• Good PC hardware and MS Office software skills, especially with excel.
• Ability to read, analyze, and interpret general business correspondence.
• Effectively present information as necessary in written and spoken form.
• Good basic math skills.
• Able to treat others with respect and dignity.
• Able to maintain confidentiality on sensitive issues.
• Able to effectively work in a team-based and quality driven environment, where all team members hold themselves mutually accountable
• Embrace and work to the spirt of the Azelis mission and organizational tenants.
• Answer telephone and emails respond to customer needs, and internal employee's needs.
• Build effective communication lines and relationship with your customers as to develop a good understanding of how to support their needs
• Order processing - includes taking the order via email or phone call, entering the order into our ERP System and adequate follow through on orders until shipped and billed. This includes communication to customers and sales team on order updates and status changes to their orders.
• Review of customers PO instructions and updating this in our ERP System under Customer Remarks.
• Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through.
• Communicate with and build a team relationship with the Technical Sales Representatives that you are assigned to support.
• Communicate with Credit department to ensure urgent orders are released from credit hold.
• Enter direct ship orders and properly communicate and hand off to Direct Ship Coordinators to submit order to principal.
• Handle customer complaints including documentation, disposition and CPAR, corrective and preventative action.
• New Customers – Send new customer packet information to our customers, and follow up until paperwork is submitted and to be sent in to employee responsible for setting up new customers in ERP System
• Send new forecasting to forecasting coordinator in supply chain.
• Communicate with Pricing Team to set up new products and pricing in customers template in ERP.
• Continuously work to improve order entry related processes in order to raise service levels, reduce errors and increase efficiencies
• Perform other functions of the customer service department as needed
• Build effective communication lines with supply chain, logistics and the sales team.

Other Responsibilities include (but not limited to)

· Understand and adhere to/follow the department procedures and policies.

· Understand and adhere to/follow the Azelis Americas and CASE Business

· Additional responsibilities may be assigned as needed.

Key Strengths:

• Detail-oriented and well organized.
• Ability to multi-task and handle a high volume of work load with attention to detail at all times.
• Self-motivated, honest, dependable and a high level of integrity.
• Superior interpersonal skills.
• Good telephone skills.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

Problem 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.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; demonstrates group presentation skills and a good command presence; participates in meetings.

Written Communication - Writes clearly and informatively; presents numerical data effectively.

Teamwork - 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;

Business Acumen - Understands business implications of decisions; displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources. has a strong command of margin optimization opportunities within the operation.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses.

Qualifications:

To 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

High school diploma or GED, at a minimum. College degree preferred. In addition, at least one (1) year of job-related experience is normally required to perform this job.