Customer Experience Associate/Representative

Department: Sales

Reports To: VP of Sales

Job Overview:

The Customer Experience representative at Ev-Last has a pivotal role, responsible for supporting customer accounts. The position requires experience in customer service, sales support along with order management. The customer Experience Representative will focus on developing long-term relationships, optimizing sales processes and ensuring customers receive an exceptional level of service.

• Key Responsibilities:Account support
• Support develops relationships with high value and strategic customer accounts
• Elevate customer issues in a prompt and professional manner
• Recommend tailored solutions and proposals to meet customer needs and exceed expectations
• Performance Analysis & Reporting:Analyze account performance data to identify trends, risks and opportunities
• Report on key performance metrics to senior management, providing actionable insights and recommendations
• Order Processing:Accurately enter orders into the system, ensuring all details such as quantities, pricing and shipping information are correct
• Verify all orders for accuracy and completeness, resolving any discrepancies before processing
• Inventory Management:Monitor inventory levels to ensure products are available to meet order demands
• Coordinate with the procurement team to replenish stock as needed to avoid shortages
• Customer Service:Serve as the primary point of contact for wholesale customers, addressing inquiries and resolving issues related to orders, deliveries and returns
• Provide customers with updates on order status, including confirmation, shipping, and delivery information
• Coordination and Collaboration:Work closely with sales, warehouse, and logistics teams to ensure orders are processed and fulfilled efficiently
• Arrange and coordinate shipping and delivery schedules, ensuring timely and cost-effective transportation of goods
• Problem Resolution:Address and resolve any issues that arise during the order processing and fulfillment stages, including delays, shortages, and quality concerns
• Manage the process for returns and exchanges, ensuring customer satisfaction and proper handling of returned goods
• Qualifications:Highschool Diploma/GED, bachelor’s degree a plus
• 3 years of experience in inside sales, or customer support with a positive track record of managing customer accounts
• Excellent Analytical skills and extensive experience in CRM software a plus
• Excellent communication and relationship-building skills