Customer Experience Representative (Onsite)

Job Description

Job Description

Your mission: As a Customer Experience Representative, you'll assist our stock customers with product inquiries, provide exceptional customer service, and resolve any issues that arise. Collaborate with the Sales Team, internal stakeholders, and customers to ensure a seamless experience.

Key Responsibilities:

Support Sales Managers/Account Managers:

• Be an advocate for Sales, providing customer-centric support and being the single point of
  contact.
• Process phone calls and email requests/orders, offering assistance with product sizing, samples,
  and other information.

Customer Service:

• Utilize Excel to manage customer forecasts and generate reports.
• Elevate customer concerns and coordinate solutions with cross-functional resources.
• Handle customer orders, returns, and refunds, ensuring clear order visibility and on-time deliveries.

Collaboration and Improvement:

• Work with internal stakeholders to ensure customer satisfaction and timely issue resolution.
• Identify opportunities to improve the customer experience and make recommendations.
• Support KPIs like OTIF >96%, EDI/Portal orders >95%, and keeping past due orders <$100K.

Order Entry:

• Promptly enter orders into the ERP system with precision.
• Work with the Scheduler to ensure accurate product availability and update customers.
• Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality.
• Adhere to quality and safety policies, work instructions, and procedures.

Minimum qualifications

• A minimum of one year post-secondary specialized course work and one year of business-to-business
  customer service experience;
  
• OR high school education

Desired Skills

• Excellent phone, communication and listening skills
  
• Direct customer contact & order processing experience. Business to Business experience
  preferred.
  
• Attention to detail and ability to work effectively with others and manage multiple priorities.
• Microsoft Outlook, Word, Excel (intermediate user preferred). Ability to learn ERP system and processes.
• Strong ability to build and maintain rapport with internal and external customers.
  
• Bi-lingual - English/Spanish skills preferred.
• Two to three years of business-to-business customer service experience. Working toward business related certified/degree program preferred.

Position Requirements

Work Environment Conditions:

• Inside (office)
  
• Equipment/Tools Used:
  
• Computer, fax, phone, copy machine, Oracle, MS Office software
  

Physical Requirements:

• Normal Office

Mental Requirements:

• Reading, Writing, Calculating
  
• Interpersonal Skills
  
• Reasoning/Analysis
  
• Works with Minimal Supervision
  
• Ability to manage multiple projects and priorities

Placon employment offers are contingent upon the successful completion of a pre-employment drug test, basic physical, background check, educational verification, and reference checks (as applicable).

Placon requires that employees have and maintain authorization to work in the country in which the role is based. In general, Placon does not sponsor candidates for non-immigrant visas or permanent residency unless based on business need.

Placon is committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender, gender identity, or expression, marital status, age, national origin, disability, veteran status, genetic information, or other protected characteristics.

This role requires the ability to work through differing perspectives and resolve conflict in a respectful and professional manner consistent with The Placon Way.