Customer Experience Specialist

Position summary

• Work in conjunction with operations, sales and marketing to support and promote a high level of customer service satisfaction in an ISO certified environment.

Essential tasks of the position

• Interact professionally with customers on a daily basis via phone, email, fax and in person as needed.

• Determine, collect, and document all information necessary to process customer requests for product shipment on a daily basis.
• Take orders via customer initiated means.
  • Enter complete and accurate sales orders into software systems.
  • Follow order remark instructions as indicated.
  • Communicate with the Account Manager regarding special pricing by item, by order, etc.
  • Update order pricing for current market priced material, NMI, etc.
• Become an expert in utilization of customer portals for all accounts assigned to the team, both for active use and backup needs. Additionally, cross training with Sales Advocates for backup in general tasks.
• Provide timely acknowledgement and/or confirmation of each order to customer.
• Develop enhanced communication with customers regarding order status & updates. Utilize open order report and allocation information to proactively manage prioritization of customer orders and ensure timely shipment of each order.
• Proactively follow prioritization process to manage aged orders and provide regular update and communication to customers.
• Manually process Order Delivery record for same day/urgent shipments as needed, and forward to appropriate warehouse for shipment.
• Prepare export paperwork as needed.
• Communicate with customers, warehouses, and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off times and late fees.
• Execute customer complaint process as needed.
• Work with Supply Chain to ensure timely order fulfillment.
  • This includes but is not limited to: incoming material status and expedites; additions or changes needed to open purchase orders; drop ship status follow up, and freight quotes. Utilize Stock IQ report provided daily as first line of defense.
• Develop and maintain permanent customer profile requirements.
  • Support customer standards set for orders. Word requirements appropriately in order to maintain consistency in data relayed to internal customers, warehouses, and carriers. Maintain customer specific codes to ensure accuracy and completeness of service. Continue ongoing dialogue to challenge and understand existing service requirements and determine if still necessary.
• Communicate with the accounting team with regard to: rush sales orders on credit hold; credit card orders; CIA orders.
• Take part in Account strategy meetings and become knowledgeable about goals and objectives and CSR role within that plan.
• Develop awareness to customer ordering patterns to help with bundling and freight reduction.
• Perform any other task at the request of management

Quality:

Activities of the position affect quality including quality objectives. Responsibilities and authorities include where appropriate:

• Initiate action to prevent the occurrence of any nonconformities relating to product, process, or quality system, up to and including when necessary, stopping production to correct quality problems.
• Identify and record any problems relating to the product, process, and quality system.
• Document problems, steps taken for resolution and preventative action in CRM software and notifying all parties required.
• Initiate, recommend or provide solutions through designated channels.
• Verify the implementation of solutions in areas under your control.
• Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected.
• Perform duties and tasks as prescribed in company policies, procedures, and work instructions.
• Train other Key Account CSRs on use of customer specific portals and process for backup coverage as needed.

Note:

The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but rather to describe baseline activities. These duties will from time to time be altered to suit the needs of the company.

We are a tobacco free, professional environment.