What are the responsibilities and job description for the Customer Experience Representative (Onsite-Audubon, PA) position at Caesarstone?
Description
The Customer Service Representative is responsible for the Customer Experience in the retail showroom of the DCs, including order fulfillment activities by walk-in customers and through online orders. This role will be responsible for ensuring orders are processed and fulfilled with excellent customer service, in partnership with our sales and operations colleagues, with a primary focus on assisting all customers - internal and external - in a friendly and expeditious manner and educating customers on alternative solutions / materials as required.
Contribution
Facilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provide best-in-class customer service, as a clear differentiator from our competitors.
Key Responsibilities
- Fulfill both walk-in retail and online order activities
- Input all sales orders taking the process from order entry to pick release
- Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
- Print delivery notes for the Warehouse Team once pick release process is complete
- Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes
- Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution
- Troubleshoot issues within the customer service process
- Assist with complex invoice requests and order entries
- Coordinate RMA requests and facilitates scheduling
- Escalate outstanding credit holds with Credit team
- Liaise with Sales Team to ensure orders are fulfilled
- Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary
- Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
- Work cross functional to facilitate transfers and escalate problems / concerns
- Escalate any capacity issues to management
- Determine open order requirements and prioritize unloading of containers
- Manage open order requirements and pull / push inventory from other locations, as required
- Reconcile paperwork, daily
- Other duties as assigned
Requirements
WORKING CONDITIONS
WHAT WE OFFER :
Caesarstone is proud to provide employees with a comprehensive and attractive benefits program which includes the following :
Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.
We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.
Disclaimer : The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Salary : $24 - $26
