Customer Experience Delivery Specialist

Job Description

Job Description

Insero Talent Solutions is recruiting a Customer Experience Delivery Specialist for a food and beverage manufacturing company in Rochester, NY.

Summary

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.

Essential functions

• 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

Knowledge, Skills and Abilities

Required education and experience