What are the responsibilities and job description for the Customer Experience Representative position at Placon Corporation?
We are seeking a highly motivated and skilled Customer Experience Representative to join our dynamic Stock Customer Experience Team. In this role, you will assist our stock customers with their product inquiries, provide exceptional customer service, and resolve any issues that arise. The ideal candidate is detail-oriented, empathetic, an excellent communicator, and has a passion for delivering outstanding experiences to our customers.
Essential Accountabilities
Customers
- Be an advocate for Sales - Customer Centric, be customer facing and a single point of contact for the Sales Team.
- Process phone calls and e-mail requests / orders to provide assistance with product sizing, requests for samples and other information.
- Beginner to Intermediate Excel skills to manage customer forecasts and other reports as required.
- Elevate customer concerns and provide solutions to ensure overall satisfaction, coordinating with appropriate cross-functional resources.
- Initiate corrective action procedure in response to customer requirements to resolve customer concerns.
- Attend to customer orders, process returns, and coordinate refunds as needed.
- Provide clear order visibility while o ptimizing the order fulfillment process from start to finish to ensure orders deliver on time and complete.
- Collaborate with internal stakeholders to ensure customer satisfaction and timely resolution of issues.
- Identify opportunities to improve the overall customer experience and make recommendations to the management team.
- Support KPI's to include, On time in full >
96%, EDI / Portal orders >
95% and keep past due orders
Order Entry
Minimum qualifications
A minimum of one year post-secondary specialized course work and one year of business-to-business customer service experience; OR high school education or equivalent and two to three years of business-to-business customer service experience. Working toward business related certified / degree program preferred.
Desired Skills
Position Requirements
Work Environment Conditions :
Inside (office)
Equipment / Tools Used :
Computer, fax, phone, copy machine, Oracle, MS Office software
Physical Requirements :
Normal Office
Mental Requirements :
Reading, Writing, Calculating
Interpersonal Skills
Reasoning / Analysis
Works with Minimal Supervision
Other Mental Requirements : Ability to manage multiple projects and priorities
Travel Frequency (in addition to seminars or related training) :
Local : 0 -1 time per year as required to customer & or tradeshow
Regional : 0 -1 time per year as required to customer & or tradeshow
National : 0 -1 time per year as required to customer & or tradeshow
Salary : $20 - $24
