Customer Experience Specialist

4 weeks ago

Shanghai, Shanghai, China Arrow Electronics Full time
Position:Customer Experience SpecialistJob Description:
  • 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.
Location:CN-Shanghai, China (SOHO Tianshan Sq) ConvergeTime Type:Full timeJob Category:Business Support

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