Customer Experience & Delivery Specialist

The Customer Satisfaction Specialist is a member of the Customer Satisfaction Department, which provides real-time information regarding the status orders and deliveries, builds trust with the vessel through professional boarding representatives, and delivers correct and timely invoicing to the customer. Through success in these three functional areas, the Customer Satisfaction Specialist will work to ensure that Wrist Ship Supply’s customers receive an industry leading service and internally create an organizational culture of customer excellence.

Essential Duties & Responsibilities:

Work with the other members of the Customer Satisfaction Department to drive productivity, build trust with customers, and differentiate Wrist Ship Supply in the market through exceptional service.

Carry out daily activities such as:customer interactions related to order confirmation, status and delivery ETA professional presentation of delivery receipts vessel relationship management, especially related to delivery issue resolution timely and accurate closure of billing day to day interactions with vessel spares and distribution customers manage incoming calls

Follow best practices to create professional and effective interactions with customers and deescalate tense situations, including instances where non-returnable items are returned

Participate in the branch Corrective Action, Preventative Action (CAPA) program

Resolve delivery problems by determining the cause of problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.

Identify and assess customers' needs to achieve satisfaction

Serve as a back-up to other Customer Satisfaction Specialists Provide feedback to Sales, order Fulfillment, and Logistics to ensure the voice of the customer is integrated into the branch continuous improvement process

Ensure all customer cases have necessary back up documentation within 48 hours of delivery and are ready for Wrist North America Billing to process.

Work with the Customer Satisfaction Team Leader to ensure the department is successfully hitting its metrics on service and timelines through tracking of the on time delivery percentage, credit note ratio, and customer satisfaction surveys.

Provide input on key performance metrics and process improvement initiatives required to achieve results

Follow up with customers for proof of delivery, credit note forms and other post-delivery follow upWork with customers and sales representatives to resupply vessels and return items to vendors

Investigate missing returned items and unreceived items on board, with relevant stakeholders

Create and post credit notes to customers after conducting investigations

Ensure credit notes are only issued after returned items are physically received in by returns department

Create Return Merchandize Authorization(RMA) in the system

Inform warehouse and returns department prior to physically receiving in returned items
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