Customer Experience Advocate

Job Title: Customer Experience Advocate
Compensation: $47,800 - $59,900 (based on qualifications)
Position Summary
This position is responsible for accurately processing customer and distributor aftermarket orders within the agreed upon and accurately processing Return Material Authorizations and Credit Requests.
Location
Remote
Main Responsibilities/Essential Functions

• Process Standard orders, Contract orders, Warranty Orders, SafeSupply Orders and Quotes.
• Make adjustments and provide information to our customers regarding pricing, ship dates and status of orders in a timely manner.
• Create and maintain Best in Class customer relationship
• Process credits as requested.
• Track and expedite orders.
• Maintain a NPS touchpoint score of 75 or greater.
• Document and resolve customer complaints, ensuring customer satisfaction through resolution.
• Maintain accuracy of customer contact details in both Oracle and Salesforce.
• Proactively provide customers updates on order status.
• Meet monthly SLAs for BuyDomino Customer Registrations and SafeSupply Leads.
• Improve BuyDomino participation through customer training and profile set-up.
• Receive inbound telephone calls, email, and fax orders from our customers for aftermarket parts and fluids orders.
• Process return authorizations for customers including warranty and contract orders according to our documented process, and with required approvals.
• Follow-up on all RMA’s to ensure they are returned in a timely manner.
• Document inbound email and phone Leads to the appropriate salesperson.
• Process concession requests with proper approval from the commercial and technical teams.
• Generate Complaint Cases on behalf of the customer at any point the customer expresses dissatisfaction with Domino.
• Maintain daily agreed upon Case closure for US & Canadian Customer Service Salesforce Queues.
• Actively participate in daily Level 1 meetings.
• Demonstrate a pleasant professional environment to co-workers, internal and external customers.
• Refer and communicate any issues that would impact the department’s performance, our customers, or the company.
• Contribute and engage in team and companywide meetings.
• Continually make appropriate recommendations for process improvement as it relates to the overall Customer Experience.

Supervisory Responsibilities
None
What You Need
Education & Experience

• Highschool diploma or GED required, Bachelor’s degree preferred
• At least three years of relevant experience preferred
• Bi-lingual, French preferred but not required

Skills & Knowledge

• Excellent Communication Skills
• Able to work with different levels of employees/customers
• Excellent time management skills with a proven ability to meet deadlines
• Strong knowledge of Microsoft Office – Excel; PowerPoint and Word
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and ask for help when necessary
• Verbal and written communication with customers in an accurate, professional, and informative manne

Physical Demands

• Sedentary work. Sedentary work involves exserting no more than 10 pounds of force at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. A certain amount of walking and standing may be necessary in carrying out job duties.

Health & Safety Concerns

• General Office Environment

About Domino
Also known as Domino Amjet, Domino North America is the US and Canadian division of Domino Printing Sciences - a global expert in industrial printers. Specializing in digital printing presses as well as traceability solutions for sectors as diverse as food, beverage, life sciences, packaging, cleaning, personal care, building and construction. Our technology prints onto products you encounter every single day from beverage cans to household goods, to industrial glass to the cardboard boxes they were shipped in - and everything in between.
Domino Amjet is the leader in Digital Printing with our innovative state of the art Inkjet Digital Printing technology and customer focused mission. The Domino Difference is how we set ourselves apart from the competition. Founded in 1978, the Domino Group operates through a global network of 25 subsidiary offices and more than 200 distributors, in over 120 countries employing over 2,600 people worldwide with manufacturing facilities situated in UK, China, Germany, India, Sweden and USA. Domino North America is proud to be part of the Top 15 best Places to Work in Illinois in 2023 and our eNPS (Employee Net Promoter Score) is consistently above 50. We invite you to visit https://www.domino-printing.com/en-us/home to learn more about “The Domino Difference�?!
Company Benefits

• 2 medical plans, PPO, and High Deductible Health Plan with a Health Savings Account
• Flexible Spending Accounts
• Dental and Vision Plans
• Company paid Life and AD&D Insurance, short-term and long-term disability insurance.
• Voluntary life and AD&D insurance for employees and eligible dependents
• 401(k) Retirement Plan with generous employer match
• Voluntary benefits such as pet insurance, legal assistance and Aflac
• Vacation, Sick Days, Floating Holidays and Company Holidays
• Annual Bonus
• Summer Friday Program that runs from May to October*
• Company closure between Christmas and New Years*
• Hybrid or fully remote work schedules*

• Please note, due to business needs these programs may not be available for all positions

U.S. Equal Employment Opportunity
Domino Amjet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.