Customer Experience Support Specialist

JOB SUMMARY:

The Customer Experience (CX) Support Specialist position is responsible for managing the administrative tasks in the Customer Experience Department. The CX Support Specialist will perform critical tasks and manage their workload in order to meet customer expectations and established deadlines. The incumbent may also manage special projects as assigned. As a critical member of the Customer Service Team, the Customer Service Support Specialist role contributes to ensuring a high level of customer satisfaction and a positive Customer Experience in a high pace environment.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Systems Management:

• Regular activities to support the customer ordering, processing, and invoicing systems
• Administer the daily invoicing process of miscellaneous shipments for multiple warehouses and key accounts
• Process, review, and send customer invoices ensuring accuracy, particularly of miscellaneous fees, i.e. pallets, tariff, container fees
• Research and issue approved credits, rebills, and debit memos for all plants with priority; code credits to report on monthly
• Print to pdf dated order acknowledgments; send to customers and CSR
• Administer the process for updating or creating new customers managing master data in accordance with Ceramics rules
• Pricing review administration and execution of revisions as required by business conditions
• Administer tax exempt certificates working closely with the tax department; request new/updated certs from customers, submit new certs and tax credit requests for approval; issue approved tax credits
• Process monthly commission reports and submit for approval/payment
• Publish monthly updated exchange rates
• Manage annual Consumer Price Book project gathering required information, updating templates, and communicating with vendor; ensure on-time completion
• Periodically may provide back-up to plants on invoicing when high volume impacts process
• Provide back-up support to CSRs and manager as needed

Customer Interaction:

• Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly
• Manage sample requests to include completing and submitting new account form for approval; enter sample request order into ERP, and update Salesforce with ship date
• Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual
• Generate ideas to improve our direct interaction and relationship with key customers for SGP

Department Growth Initiatives:

• Create monthly metrics reports in various systems and distribute timely. Assess current metrics and compare them to customer expectations for the future.
• Actively provide feedback for department/process improvements
• Complete special projects as assigned

SKILLS and EXPERIENCE:

• Strong organizational, prioritization, and time management skills.
• Be an effective communicator via email, verbal, and in presentation of information
• A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing environment with minimal supervision
• A professional demeanor, be reliable, personable, trustworthy and a team player
• A high sense of urgency in order to meet deadlines
• Excellent computer skills required: Microsoft Office 365, ERP system, Salesforce experience is preferred. Exact, QAD, SAP is a plus
• Minimum of 3 years’ customer service experience required

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Worcester, MA 01606