Customer Experience Specialist

Customer Experience Specialist

This role is an individual contributor position responsible for the successful execution of customer order fulfillment with a positive customer experience. In addition, for customers that meet a volume threshold, this role will also complete standard analysis of the customers inventory position. The Customer Experience Specialist will establish and maintain effective relationships across all areas of the business, including but not limited to commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.

These relationships are key to successfully meeting customer expectations.

Employee Type:
Full time

Location:

AR Bentonville

Job Type: Customer Service

Schedule:

Hybrid schedule with weekly remote work from home days

Work Location:

2500 SE Technology Circle
- Suite 8, Bentonville, AR 72712

Benefits:
Medical, Dental, Vision, 401(k) with match, STD/LTD/AD&D/Life, HSA, FSA, EAP, Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, and Critical Illness.

Salary, based on experience and other qualifications: $21.16/hr - $31.20/hr with additional bonus potential

Role and responsibilities:

• Manages customer orders to ensure availability of ordered product, adjusting for and communicating proactively any potential shortages to the customer and the commercial organization.
• For customers that meet a volume threshold, complete analysis of standard inventory reports to anticipate customer impacts in the next 30 to 60 days, escalating to a Leader or an Analyst when potential concerns are identified.
• Provides proactive, professional internal stakeholder communication and external customer communication on any issues in meeting customer fulfillment expectations. Communication takes place primarily through written form in email and Microsoft Teams, including responding to customer inquiries within 24 hours.
• Updates and maintains documentation on customer communications, inquiries, and interactions in a timely fashion in the system.
• Understands and executes the end-to-end sales process from order through shipment.
• Utilizes detailed understanding of end-to-end supply chain (transportation, warehouse, planning, etc.) to effectively meet customer expectations.
• Demonstrates ability to identify and resolve issues affecting overall service to the customer and positively influence key performance indicators.
• Develops understanding of customer strategies, business models and requirements.
• Works in partnership with the Commercial organization, including serving as the primary point of contact for all customer questions or concerns relating to orders or product availability.
• Resolves customer concerns, escalating to Leadership or Analysts as needed.
• Proactively identifies and resolves recurring customer issues, including but not limited to, short lead time, delayed customer pickups, sending wrong equipment for pickup, ordering discontinued items, etc.
• Manages resolution of Customer Overages, Shortages, or Damages (OS&D) for assigned customer orders.
• Utilizes ERP system(s), like SAP, and Power BI reporting to view inventory and order history respectively for exception-based recommendations on order management.
• Performs order-entry functions manually or monitors orders received via Electronic Data Interchange (EDI), ensuring all orders received are processed timely and accurately.
• Provides input and updates to training/reference materials as needed in coordination with their leader.
• Attends skill set enhancement training as needed and available.
• Influences customer behavior to reduce cost to serve, including but not limited to topics surrounding the minimization and/or elimination of customer deductions and avoidance and/or reduction fines and fees.
• Maintains relationships across all areas of the business, including but not limited to commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.
• Addresses activities associated with assigned customer transitions, new and discontinued items, and new customer implementations.

The duties and responsibilities described are not a…