What are the responsibilities and job description for the Customer Experience Associate position at GEON Performance Solutions?
GEON Performance Solutions, is an award winning workplace because of the value we place on our people and their contributions through recognition programs, competitive pay, community involvement, and opportunities to
grow professionally and personally. We have a proven track record of promoting from within by providing professional development opportunities. We are a world-class global provider of polymer solutions with our materials used in a broad range of markets including appliances, building & construction, electronics, healthcare, transportation, wire & cable and more. If you like to be challenged in a fast-paced, team environment and collaborate with top, innovative talent, then GEON is the ideal company for you to build a career.
General Summary
The Customer Experience Advocate (CXA) is the primary point of contact for an assigned group of customer accounts. The purpose of the CXA function is to serve as the face to the customer in providing value added services that grow our business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the CXA interacts, gathers information and coordinates related activities with sales staff, production planning, logistics, technical services and external vendors. The CXA must be aware of Lean Six Sigma principles and initiatives and must take responsibility and use sound judgment in decision-making and problem solving. As representatives of GEON Performance Solutions, individuals in this position are required to follow and communicate GEON business practices to customers and demonstrate the GEON Code of Conduct, ethics and values on a daily basis. GEON and customer information must be kept appropriately confidential. Work is done autonomously on a day-
to-day basis and requires five years’ experience.
Essential Duties & Responsibilities
- Provides customer focused service to assigned accounts.
- Responds to and manage customer orders from order entry to delivery and invoicing.
- Understands and communicate the value of our products and services.
- Understands customers’ products, services, business operations and needs.
- Communicates effectively over the phone and electronically.
- Uses a variety of systems to enter and complete transactions.
- Accomplishes work within set timeframes.
- Key inside contact for specific customer/seller base.
- Process incoming orders, confirm pricing and availability of product.
- Advise customers of order status.
- Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
- Timely and accurate administration of sales orders, customer complaints, material returns and credits.
- Answer price and availability questions.
- Respond to customer literature requests for MSDS, Certifications, etc.
- Follow all applicable ISO procedures.
- Use system reports and inquiries to drive activities that ensure superior customer service.
- Maintain CXA related information for customer accounts; customer notes, e-mail, phone, special instructions, etc.
- Process new customer/update requests.
- Provide market or account intelligence gained through customer contact.
- Participate in customer calls and visits with sellers.
- Proactive communication with product supply reps and shipping department of any order changes customer initiates.
- Work with seller and PSRs to reduce aged inventory.
Education and Experience
- High School Diploma or GED required
- 3-5 relevant experience required
We offer a competitive salary, incentive and benefit plan to eligible employees. Benefits include medical, dental, vision, life insurance, disability, spending accounts and 401(k).
GEON Performance Solutions maintains a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in the state or locality in which a person is employed.
