Customer Experience Specialist - Charleston, United States - Addison Group

Description

Customer Experience Specialists are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience center of excellence, responding to all our scientific customers around the world.

Key Responsibilities:

• Supporting customers via e-mail, phone, and other channels.
• Actively listen and identify customer needs and concerns to effectively provide top tier service.
• Investigates customer inquiries and identify proper course of action.
• Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relates to work duties.
• Responsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed.
• Assists customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities.
• Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
• Responds to post-order customer service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.
• Responsible for national security requirements and export compliance of all transactions.
• Performs other duties as assigned

Minimum Requirements/Qualifications:

• Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.
• Capable of using learned knowledge to drive in the moment business decisions.
• Aptitude to learn and comprehend scientific vocabulary/terminology.
• Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.