Customer Experience Specialist - Madison, United States - Placon Corporation

Description

We are seeking a highly motivated and skilled Customer Experience Specialist to join our dynamic Custom Experience Team. In this role, you will assist our high profile customers with their product inquiries, provide exceptional customer service, and resolve any issues that arise. The ideal candidate is detail-oriented, empathetic, an excellent communicator, and has a passion for delivering outstanding experiences to our customers.

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Essential Accountabilities

Customers

1. Be an advocate for Sales - Customer Centric, customer facing and a single point of contact for the Sales Team.
2. Support/drive sales growth - i.e. Identify/communicate gaps in order patterns.
3. Respond to customer inquiries via phone, email (high volume daily), and chat in a timely and professional manner.
4. Manage customer accounts and follow up on any outstanding issues to ensure prompt resolution.
5. Navigate sophisticated customer portals. This may include retrieving orders, managing blanket orders and scorecards.
6. Intermediate to advanced Excel skills to manage customer forecasts and other reports as required.
7. Elevate customer concerns and provide solutions to ensure overall satisfaction, coordinating with appropriate cross-functional resources.
8. Initiate corrective action procedure in response to customer requirements to resolve customer concerns.
9. Ability to recognize critical situations and provide escalation path for resolution; to ensure the customers satisfaction is met.
10. Attend to customer orders, process returns, and coordinate refunds as needed.
11. Provide clear order visibility while optimizing the order fulfillment process from start to finish to ensure orders deliver on time and complete.
12. Collaborate with internal stakeholders to ensure customer satisfaction and timely resolution of issues.
13. Provide feedback to the management team on common customer issues and feedback.
14. Identify opportunities to improve the overall customer experience and make recommendations to the management team.
15. Support KPI's to include, On time in full >96%, EDI/Portal orders >95% and keep past due orders

Order Entry

1. Prompt order entry into ERP system
2. Work with Scheduler to ensure accurate and timely product availability; communicate to the customer.
3. Process and verify accuracy of sales order information.
4. Work with Accounting and Sales to resolve short pays due to pricing, shipping and quality issues.
5. Learn and comply with established quality and safety systems policies, work instructions and procedures.

Minimum qualifications

A minimum of one year post-secondary specialized course work and 3-5 years of business-to-business customer service experience; OR high school education or equivalent and two to three years of business-to-business customer service experience. Working toward business related certified/degree program preferred.

Desired Skills

• Excellent phone, communication and listening skills
• Direct customer contact & order processing experience. Business to Business experience preferred.
• Attention to detail and ability to work effectively with others and manage multiple priorities.
• Microsoft Outlook, Word, Excel (intermediate user preferred). Ability to learn ERP system and processes.
• Strong ability to build and maintain rapport with internal and external customers.
• Bi-lingual - English/Spanish skills preferred.

Position Requirements

Work Environment Conditions:

Inside (office)

Equipment/Tools Used:

Computer, fax, phone, copy machine, Oracle, MS Office software

Physical Requirements:

­­­­Normal Office

Mental Requirements:

Reading, Writing, Calculating

Interpersonal Skills

Reasoning/Analysis

Works with Minimal Supervision

Other Mental Requirements: Ability to manage multiple projects and priorities

Travel Frequency (in addition to seminars or related training):

Local: 0 -1 time per year as required to customer & or tradeshow

Regional: 0 -1 time per year as required to customer & or tradeshow

National: 0 -1 time per year as required to customer & or tradeshow