Customer Experience Specialist

SUMMARY:

The Customer Experience (CX) Specialist will formulate a comprehensive Customer Experience strategy using Korg USA’s customer service software, Zendesk. The primary objective is to enhance the Korg USA’s customer satisfaction, service quality and operational efficiency. This role will spearhead initiatives aimed at fostering positive experiences for both business-to-business (B2B) and business-to-consumer (B2C) interactions, with a focus on achieving sustained customer satisfaction, operational efficiency, and business growth. The CX Specialist will leverage their expertise to streamline processes, optimize resource allocation, and implement innovative solutions within the Zendesk platform. The ideal candidate will be a true problem solver, always looking for opportunities to improve a customer’s interaction with Korg USA and the brands we serve.

ACCOUNTABILITIES AND RESPONSIBILITIES:

• Develop and implement a Customer Experience strategy within Zendesk to elevate Korg USA’s level of customer satisfaction and service efficiency.

• Understanding customer needs by conducting research, gathering feedback, and analyzing data to gain insights into customer preferences, pain points, and expectations.

• Identify areas where technology and AI solutions can be integrated, particularly within Zendesk's ticketing system, chat support, help center/knowledge base, and AI capabilities.

• Lead the creation of positive experiences for both B2B and B2C customers, with an emphasis on building long-term relationships and maximizing business profitability.

• Bring new ideas and initiatives to stakeholders in sales, marketing and senior leadership focused on improving the company's overall level of service.

• Works with appropriate stakeholders to resolve customer-facing issues, including working with other departments such as sales, logistics, marketing, and IT to streamline processes, resolve customer issues, and contribute to the overall success of the Customer Experience.

• Utilize data and analytics to measure and report on key Customer Experience metrics.

• Train and educate employees on customer service best practices and the importance of delivering a positive Customer Experience.

• Collaborate with marketing, sales, and product teams to align Customer Experience initiatives with overall business objectives.

• Ensure adherence to company policies, industry regulations, and legal requirements related to customer interactions, privacy, and data protection.

• Foster a customer-centric culture within the organization.

REQUIREMENTS / QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience

• Proven experience in a customer-focused role, such as customer service, customer success, or Customer Experience.

• Excellent communication and interpersonal skills.

• Excellent problem-solving skills.

• Proficient in project management.

• Strong analytical skills and proficiency in data analysis tools.

• Ability to work collaboratively across departments.

• Experience with Customer Service Software tools, Zendesk.

• Knowledge of ecommerce fulfillment systems, Shopify a plus.

• Experience with ERP systems, Microsoft Dynamics a plus