Customer Experience Associate

Customer Experience Associate

Farmington, NY

Pay Range: $20 - $25 Hourly

Overview

Our ideal Customer Experience Associate is ready to tackle the day with positivity and creative problem solving. As a central point of contact for all Pioneer Millworks’ customers, (pre-sale, during production, and post-sale) this position requires someone with excellent communication skills, an analytical mind, and a desire to stand by our products and our customers’ needs. Confidence in asking questions, gathering details, and gaining knowledge about our products and processes is essential for success in this role, as well as collaboration and engagement with all of our teams. Our Customer Experience Associate is the sound board and voice of our teams’ efforts to deliver our extraordinary products and an outstanding customer experience.

Core Competencies

• One year with Customer Experience in retail, manufacturing, or comparable industry.
• Maintain a high degree of dependability and punctuality.
• Excellent verbal and written communication skills.
• Ability to create rapport and establish mutually beneficial relationships with customers, peers, and support partners.
• Maintain focus in a fast-paced environment, with a high degree of accuracy.
• Maintain positivity and professionalism under pressure.
• Strong, creative problem solving and critical thinking skills.
• Comfortable supporting customers requiring assistance.
• Proficient in MS Office, ability to learn company ERP and CRM software.
• Demonstrate alignment with PMW’s Triple Bottom Line and Core Values

Responsibilities

• Gather shipping and delivery information from customers and work with Logistics to ensure smooth delivery, using ERP and CRM effectively
• Send Invoices to customers
• Answer incoming calls, emails, and chats from customers
• Follow up with customers to ensure timely receipt of proposals, deposits, and final payments
• Assist customers with problem solving, including directing them to the appropriate documents or people
• Manage customer claim process from claim creation to resolution, working with other teams to ensure client’s needs have been met and internal metrics are updated
• Draft, proof, and maintain client facing documents/templates
• Help brainstorm and implement new ideas to improve Customer Experience as a whole – pre-sale, during production, and post-sale
• Engage with coworkers to gain knowledge of our company, products, processes, and customers
• Provide back up to Office Manager on EC- front desk, phones, etc.
• Provide support and back up to Customer Experience Manager as needed - learn and understand all aspects of Customer Experience, including applying payments/financial processes, sales tax, ERP and CRM troubleshooting, etc.
• Other duties and responsibilities as assigned

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

Salary : $20 - $25