Customer Experience Delivery Specialist

Beyond TalentEdge has a direct hire opportunity for a Customer Experience Delivery Specialist. Our client is one of the leading technology-driven supply chain solutions providers serving the food and beverage industry.

The Customer Experience Delivery Specialist is responsible for identifying, leading, and executing programs to enhance and deliver an outstanding customer experience while navigating internal barriers and challenges, finding resolution, and implementing solutions to improve communication and business processes associated with delivering orders to customers, when and where they expect them. This position is on site Monday through Friday 9:00 AM until 6:00 PM with the ability to resolve issues after hours and/or on weekends as needed.

Responsibilities:

• Measures daily On Time Delivery success, communicates to stake holders and tracks issues or breakdowns to identify root cause. Assesses and develops solutions to drive improvements that will lead to OTIF delivery of 95% or greater for all customers.
• Troubleshoots internal issues and customer engagement processes across customer service, dispatch, finance, and operations that unnecessarily impacts daily work processes and on time delivery. Recommends improvements and works with stakeholders to implement.
• Act as a customer advocate, delivering a top-tier customer service experience:
• Utilize Samsara to deliver a more advanced customer experience.
• Manage and execute additional customer engagement procedures, including order confirmation and post-delivery feedback, to deliver reliability and assurance to customers that their product will be delivered when and where they need it, pre- and post-delivery.
• Look for other opportunities to fulfill our customer’s needs.
• Contribute to our over NPS customer rating.
• Investigates unaccepted order reasons and takes lead to implement processes, communication channels, and planning process that resolve holds a delivered product to customers upon their request.
• Creates process documents and makes recommendations to process enhancements.
• Accurately enter customer orders and change requests – runs point for all orders 48 hours and under. Make decisions on viability to fulfill the order based on capacity, priority and/or exceptions.
• Has basic understanding of logistics, routing, and dispatch.
• Manage customer contracts.
• Acknowledge and work closely with our Quality team to address customer complaints and issues.
• Work with Accounts Receivable to research orders, mitigate customers that are in a ‘HELD’ status and create quotes for payment prior to order being processed/released.

Desired Skills and Qualifications:

• Effectively communicates information both verbally and in writing.
• Ability to problem solve with limited information.
• Ability to analyze a situation and investigate root cause.
• Critical thinking skills
• Strong knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Positive attitude, team player
• Ability to effectively handle multiple tasks in a fast-paced environment.
• Continuous improvement mindset and ability to help improve processes.
• Demonstrated ability to provide high level customer focus and service.
• Experience with a CRM (Sales Force preferred) and Enterprise Systems (Sage preferred) a plus.
• Ability to read, write and interpret documents in English such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• High school diploma or general education degree (GED) is required; AAS or Bachelor’s degree is preferred.
• A minimum of 5 years’ experience in a customer service or support role with proven track record of delivering exceptional customer experience.

Salary:

$60,000 - $70,000

“Beyond TalentEdge is an Equal Opportunity Employer. It is the policy of Beyond TalentEdge to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law.”