What are the responsibilities and job description for the Customer Experience Representative position at PLP?
ESSENTIAL RESPONSIBILITIES
Provides timely and accurate information to customer orders status, pricing and product knowledge requests.
Receives and processes customer requests / orders; resolves customer issues, analyzes customer needs, provides information and ascertains who best can provide the information, and routes the request to the proper person.
Writes up orders, e-mails catalogs, and samples upon approval, price quotations, and similar data to customers, as required.
Processes customer returns according to established department policies and procedures.
Provides timely feedback to the company regarding service failures or customer concerns.
Calls customers when necessary to advise shipment delays and / or information necessary to process orders.
Initiates orders for replacement parts and / or for correcting errors (shortages, wrong item shipped, etc.)
Partners with sales representatives to meet and exceed customer expectations.
Makes changes to or cancels orders / backorders.
Performs other duties of a similar nature or level, as assigned.
QUALIFICATIONS & REQUIREMENTS
High School diploma or GED; two years' of experience in customer service handling high volume phone calls; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
Customer service experience in manufacturing and or distribution environment is preferred.
Strong Microsoft Office skill set, particularly Excel and Word.
Oracle experience is preferred.
Experience in eCommerce Marketplaces (Amazon, Wayfair, Walmart, etc.) or similar is a plus.
Superior ability to communicate professionally and assertively to clients.
Ability to calculate figures and amounts; basic mathematical skill is required.
Ability to maintain sensitive and confidential information.
Strong ability to swiftly grasp and resolve various customer issues and concerns.
Ability to read and interpret documents such as operating and maintenance instructions and procedure manual
Ability to accomplish assigned projects utilizing strong oral and written communication, interpersonal, project management, time management and collaboration skills.
Ability to work effectively in various team environments.
Ability to perform high quality work within assigned deadlines.
Ability to think strategically and be able to focus on the accomplishment of current departmental priorities.
Superior ability to provide service with integrity at all times.
Ability to streamline processes through necessary skill sets.
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