Customer Experience Representative II

Reporting to the Customer Experience Manager, this mid-level position provides superior, pro-active communication and support to both internal and external customers, starting with initial customer inquiry all the way to post-order support via outbound/inbound phone calls, virtual conferences, email and face-to-face customer visits. Is required to assist with order entry, open order status updates, general account inquiries, production/job tracking, shared-service tasks, CRM and ERP documentation, client concerns and any other/all inquiries related to the customer experience. Career progression and growth available, including potential leadership roles.

Major Responsibilities –

reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

- Anticipate internal and external customer needs and cultivate a strong, professional relationship working with Outside Sales, Buyers, Engineering, Scheduling/Production and Shipping.

- Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle.

- Provides administrative support on quoting, existing and new sales orders, updated order information, processing expedites and accurately answering customer inquiries within one business day.

- Gain insight via direct customer feedback channels, such as e-mail, voice of customer, surveys, sight visits and customer scorecards, and translate customer needs to internal stakeholders; preserve and grow key customer relationships

- Lead Customer Experience, Sales and Marketing meetings and participate in various training activities.

- Perform other duties as required

Level 2

: Level 1 + Applies some advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish individual performance goals. Duties and tasks are frequently non-routine. Resolves most questions and problems and escalates only the most complex issues to higher levels. Works under minimal supervision. Assists in orienting and training less-tenured employees. Actively participates in cross-functional trainings and best practices meetings while having a strong working relationship with Sales and Leadership. All forms of communication are excellent: email, phone, video-chats, presentations and meetings.

Demonstrates the ability to run reports on open orders, quotes, part numbers, job progress and other essential reports from ERP system.

Demonstrates capability and consistent use of 80% of ERP and CRM functions, tasks and reports related to sales and customer service functions. Consistently meets established metrics including calls, order entry accuracy and others, while having a continuous improvement mindset.

Education and Experience

- Associates or Bachelor’s degree preferred or equivalent combination of education and experience.

Knowledge/Skills/Abilities

- Minimum of 1-3 years of account management, customer experience, inside sales and/or related field

- Experience in providing customer solutions for highly regulated markets with long selling cycles is preferred

- Knowledge of Voice of Customer (VOC), Net Promoter Score (NPS) and Customer Journey is a plus

- Excellent verbal and email communication skills – 90% of customer interaction will be via phone, virtual conferences and email.

- Superior listening skills: practices attentive and active listening.

- Consistent problem solving and conflict resolution skills and sees escalation as an opportunity. Can find common ground, read situations quickly and deescalate.

- Excellent time management skills: concentrating effort on priorities and overall planning, awareness and response to what is due now, short and long term. Ability to initiate and complete multiple concurrent projects while establishing standard daily work.

- Strong computing and data-entry skills: MS Office Suite, with emphasis on Excel, Teams and Outlook, CRM software (e.g. Salesforce), ERP Data Analysis (e.g. Epicor) and Document Storage/Retrieval systems.