Customer Experience Rep III

Magnetic Component Engineering (“MCE”), a subsidiary of Dexter Magnetic Technologies (“Dexter”), manufactures permanent magnets and magnetic assemblies made to demanding customer specification in the aerospace / defense, semiconductor equipment, medical, and industrial end markets. MCE is based in Torrance, CA and operates one 48,000 square foot facility with 85 employees.

For more information on Magnetic Component Engineering, please visit: https://www.mceproducts.com/

Position Summary

Reporting to the Customer Experience Manager, this senior-level position provides superior, pro-active communication and support to both internal and external customers, starting with initial customer inquiry all the way to post-order support via outbound/inbound phone calls, virtual conferences, email and face-to-face customer visits. Is required to assist with order entry, open order status updates, general account inquiries, production/job tracking, shared-service tasks, CRM and ERP documentation, client concerns and any other/all inquiries related to the customer experience. Career progression and growth available, including potential leadership roles.

Major Responsibilities – reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Anticipate internal and external customer needs and cultivate a strong, professional relationship working with Outside Sales, Buyers, Engineering, Scheduling/Production and Shipping.
• Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle.
• Provides administrative support on quoting, existing and new sales orders, updated order information, processing expedites and accurately answering customer inquiries within one business day.
• Gain insight via direct customer feedback channels, such as e-mail, voice of customer, surveys, sight visits and customer scorecards, and translate customer needs to internal stakeholders; preserve and grow key customer relationships
• Lead Customer Experience, Sales and Marketing meetings and participate in various training activities.
• Perform other duties as required.

Level 3: Level 1 2 Applies advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish customer and company performance metrics. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality and ingenuity. May serve as a resource to others in the resolution of complex problems and issues. Works under general supervision. Relies on experience and judgment to plan and accomplish assigned tasks and goals. Assists Sales in identifying new opportunities within assigned accounts and markets. May orient, train, assign and check the work of less-tenured employees. May be designated as "lead" worker. Has strong sense of accountability for oneself along with colleagues and holds others to their own high standards

Actively leads cross-functional trainings, change management and best practices meetings. Has mastered all internal Dexter policies and procedures as indicated by leadership and potentially has auditee expertise. Superior interpersonal skills - establishes, maintains and develops effective relationships which is sought after from customers. Shows leadership courage, strong desire to lead and has ability to make difficult decisions.

Demonstrates capability and consistent use of 100% of ERP and CRM functions, tasks and reports related to sales and customer service functions. Can generate custom reports from ERP. Is proficient with Excel to sort and analyze data pulled from ERP and CRM to evaluate customer trends including quoted lead time, on time delivery, quality, customer sentiment and other trend analysis.

Salary Range: $62,000-$68,000 depending on experience

Education and Experience

• Associates or Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 5 years of account management, customer experience, inside sales and/or related field
• Experience in providing customer solutions for highly regulated markets with long selling cycles is strongly preferred

Knowledge/Skills/Abilities

• Knowledge of Voice of Customer (VOC), Net Promoter Score (NPS) and Customer Journey is a plus
• Excellent verbal and email communication skills – 90% of customer interaction will be via phone, virtual conferences and email.
• Superior listening skills: practices attentive and active listening.
• Consistent problem solving and conflict resolution skills and sees escalation as an opportunity. Can find common ground, read situations quickly and deescalate.
• Excellent time management skills: concentrating effort on priorities and overall planning, awareness and response to what is due now, short and long term. Ability to initiate and complete multiple concurrent projects while establishing standard daily work.
• Strong computing and data-entry skills: MS Office Suite, with emphasis on Excel, Teams and Outlook, CRM software (e.g. Salesforce), ERP Data Analysis (e.g. Epicor) and Document Storage/Retrieval systems.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)