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Form of workAt Panduit, Our People Make the Difference. We're looking for individuals who share our passion for innovation, diversity and inclusion, and sustainability.
The Customer Experience Advocate (CEA) is responsible for being on Panduit’s front line to ensure the customer receives a frictionless experience in doing business with Panduit. By independently administering to all aspects of the Customer Experience for Panduit. The CEA is responsible for coordinating across all functional units to quickly resolve specific customer requests and needs, both stated and implied. The goal of this role is to provide transparency to customers on their transactions and requests as well as provide preemptive solutions, thus delivering a frictionless Customer Experience. Key tasks include direct customer communication by a variety of channels, order management across the Panduit fulfillment chain, and information and exception management. Role reports to Supv, Customer Experience. What You Will Do
As a Customer Experience Advocate at Panduit, you will be at the forefront, ensuring a seamless Customer Experience. Independently managing all facets of customer interaction, you'll coordinate across functions to promptly address specific requests and needs. Your focus will be on providing transparent communication, preemptive solutions, and efficient order management, contributing to an overall frictionless experience for our customers. Report directly to the Supervisor, Customer Experience.
- Independently manage all customer requests, covering orders, discrepancies, product inquiries, returns, and any exceptions throughout the order cycle, including physical inventory delivery.
- Work collaboratively with all Panduit channels (GSC, Pricing, SPA, A/R, Sales, and BUs) to ensure customer expectations are met, fostering a frictionless experience and building brand preference.
- Maintain and cultivate relationships with regional Panduit customers and sales teams through effective communication and interpersonal skills.
- Collaborate with Panduit sales to develop efficient methods for resolving external customer issues.
- Monitor customer satisfaction through survey results, implementing corrective action plans to address dissatisfaction.
- Propose and implement independent solutions for customer issues, coordinating with internal teams for timely resolution.
- Provide solutions for commercial exceptions, freight/carrier issues, damaged goods, transactional errors, and expedite stock/non-stock inventory to meet customer deadlines.
- Support CEA 2 or 3 and assist lower volume customers as needed.
- Contribute to tasks associated with GNAs (Global Named Accounts) and strategic growth accounts, including updating discrepancies, answering product questions, and expediting processes.
What You Will Bring
- Required Degree: Associates degree in a business or technical focus
- Preferred Degree: Bachelor’s degree with business or technical focus, or related experience of 5+ years
- Years of Experience: 0-2 years
What We Can Offer You
- Competitive Total Rewards Program with health and financial benefits
- Flexible work options, including hybrid work
- Generous vacation, sick days, holidays, and a volunteer day
- 401K match and profit sharing
- Parental leave
- Growth and development opportunities
Join us in building a sustainable and connected world. Apply online to be part of the Panduit team. We're an Equal Opportunity Employer, dedicated to creating an inclusive workplace for all.
Work Shift
Day (United States of America)
