Customer Experience Representative

Title: Customer Experience Representative

Reports To: Customer Service Manager

Johnson Plastics Plus is the leading supplier/distributor to the engraving and sign-making industry. As part of the Rowmark brand, JPP strives to provide world class products and service to our customers each day through our distribution facilities located throughout the U.S.

As a Customer Service Representative, you willprovide excellent customer service at every opportunity with a focus and motivation to meet/exceed sales goals and metrics. Focus on order entry and processing accuracy to ensure an excellent Customer Experience.

Additional Responsibilities will include, but are not limited to:

• Models positive attitude and behaviors consistent with our culture

• Models teamwork and collaboration across all departments

• Speak positively about our customers, company and internal employees.

• Takes ownership for work that crosses their desk.

• Demonstrates a ‘seek to understand’ mindset.

• Seeks feedback from others and is coachable.

• Answer customer interactions promptly and pleasantly at all times – ready to assist the customer.

• Answer customer questions within designated time frames

• Process and follow up on backorders, making sure customers are satisfied and alerted to any remaining issues.

• Communicate effectively with customers on pertinent updates and issues ensuring follow-up is completed.

• Ensure accurate and efficient order entry whiles following core processes.

• Pro-actively manage held orders and other secondary tasks as assigned.

• Proficient in customer service systems and processes

• When encountering a problem takes ownership and works to personally solve it. If needed will share the problem with leadership along witforward.ing solutions forward

• Works to dig to root cause of issues and brings visibility to leadership.

• Thinks creatively to solves problems and uses own judgement on deciding resolutions.

• Follow up on dissatisfied surveys and look for areas to improve our service.

• Create visibility to issues and improvement opportunities.

• Be proactive in your own continuation and self-improvement.

• Seeks and is receptive of feedback on errors, best practices and overall improvement suggestions.

• Coordinate and communicate relevant customer information throughout Johnson Plastics’ departments, as needed.

• Track and communicate competitive information as it is learned or observed with the Marketing Department

• Fill in for co-workers as needed.

• Complete written and verbal reports as requested.

• Attend and participate in our daily huddles and meetings.

• Be engaged in team chat rooms.

• Adhere to interaction and quality standards.

• Provide solutions to help customers succeed and grow JPP sales.

• Act with a sense of urgency and work to find efficiencies in own work.

• Handle workload in an efficient and productive manner

Bonus Points If You Have:

• Positive attitude with a high level of accountability, personal drive, ambition, integrity

• Competent in communicating directly and effectively throughout the organization.

• High level of multi-tasking skills, with a strong attention to details

• Passion for continuous improvement in all aspects of the position and a personal drive toward positive result

• Demonstrated strong oral and written communication skills.

• Balance issues emotionally and objectively.

• Ability to balance issues emotionally and objectively and empathize with other employee concerns.

Johnson Plastics Plus is an Equal Opportunity Employer that values our employees and offers a competitive pay and benefits package, an encouraging, supportive environment with training, professional development, recognition programs and career growth opportunities. Our benefits include profit-sharing, medical, dental, vision, 401(k), life insurance, flexible spending account options, short-term and long-term disability, vacation, and paid company holidays.