Customer Experience Specialist
4 weeks ago
- Customer Interaction:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Load orders into the system accurately and efficiently.
- Sales Activities and Support:
- Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts.
- Maintain efficiencies in corporate operational processes and procedures.
- Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
- Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information.
- Notify customers of related price changes.
- Problem Resolution:
- Address and resolve customer complaints and issues effectively, ensuring customer satisfaction.
- Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues.
- Handle local expediting and assist global opportunities through local escalation.
- Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management.
- Documentation:
- Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
- Feedback Collection:
- Gather and report customer feedback to help improve processes.
- Team Collaboration:
- Work closely with other departments to ensure a seamless customer experience.
- Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand.
- Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving.
- Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members.
- Process Improvement:
- Suggest and implement improvements to enhance the efficiency and quality of customer service operations.
- Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests.
Job Complexity
- Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
- Completes work under moderate supervision.
- Likely to act as an informal resource for colleagues with less experience.
- Identifies key issues and patterns from partial/conflicting data.
- Takes a broad perspective to problems and spots new, less obvious solutions.
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