Customer Experience Representative - Lebanon, United States - Festool USA
Description
***:JOB RESPONSIBILITIES:
Essential Functions:
- Performs all daily tasks and responsibilities of a customer experience representative role.
- Displays understanding of Festool Tools & Accessories
- Meets daily, weekly, or monthly goals/metrics set forth by the departmental lead.
- Collaborates with inside sales team, finance, logistics, repair, and marketing departments.
- Utilizes a variety of systems including the ERP, CRM and shipping vendor systems to address inquiries.
- Continuously evaluates and identify opportunities to drive process improvements that positively impact the customer's experience.
- Investigates and researches customer problem via departmental guidebook
- Pulls and provides reports, as necessary
- Processes and posts credits/debits for the service department invoices.
- Sets up new dealers, terminates dealers, processes returns and orders spare parts as necessary.
Non-Essential Functions:
- Perform other duties as assigned
QUALIFICATIONS:
Minimum requirements to competently perform the key responsibilities of this job in terms of educational background, work experience, licenses/certifications or other knowledge, skills, and abilities.
Basic Qualifications:
- High School Diploma or GED
- 2+ years in a highvolume direct customer service experience
- Strong order entry skills
Preferred Qualifications:
- High level of proficiency in Microsoft office suite
- Previous experience using an ERP system and/or CRM system
- Highly motivated, selfdriven individual with the ability to work without daily guidance
- Strong analytical and problemsolving skills with high attention to detail
- Ability to collaborate in a teambased environment, providing excellent customer service to employees and all stakeholders
- Bilingual in Spanish or French
- Ability to learn quickly and asks lots of questions
- Interpersonal skills, ability to affectively communication both verbally and in writing
- Must be able to meet tight deadlines and targets
Festool USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
