Customer Experience Specialist

Work in conjunction with operations, sales and marketing to support and promote a high level of customer service satisfaction in an ISO certified environment.

Essential tasks of the position

* Interact professionally with customers and locations on a daily basis via phone, email, fax and in person as needed.

* Determine, collect, and document all information necessary to process customer requests for product shipment on a daily basis.

* Take orders via customer-initiated means.

* Enter complete and accurate sales orders into software systems.

* Follow order remark instructions as indicated.

* Communicate with the Account Manager regarding special pricing by item, by order, etc.

* Update order pricing for current market priced material, NMI, etc.

* Become an expert in utilization of customer portals for all accounts assigned to the team, both for active use and backup needs. Additionally, cross training with Sales Advocates for backup in general tasks.

* Provide timely acknowledgement and/or confirmation of each order to customer.

* Develop enhanced communication with customers regarding order status & updates. Utilize open order report and allocation information to proactively manage prioritization of customer orders and ensure timely shipment of each order.

* Proactively follow prioritization process to manage aged orders and provide regular update and communication to customers.

* Manually process Order Delivery record for same day/urgent shipments as needed, and forward to appropriate warehouse for shipment.

* Prepare export paperwork as needed.

* Communicate with customers, warehouses, and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off times and late fees.

* Execute customer complaint process as needed.

* Work with Supply Chain to ensure timely order fulfillment.

* This includes but is not limited to: incoming material status and expedites; additions or changes needed to open purchase orders; drop ship status follow up, and freight quotes. Utilize Stock IQ report provided daily as first line of defense.

* Develop and maintain permanent customer profile requirements.

* Support customer standards set for orders. Word requirements appropriately in order to maintain consistency in data relayed to internal customers, warehouses, and carriers. Maintain customer specific codes to ensure accuracy and completeness of service. Continue ongoing dialogue to challenge and understand existing service requirements and determine if still necessary.

* Communicate with the accounting team with regard to: rush sales orders on credit hold; credit card orders; CIA orders.

* Take part in Account strategy meetings and become knowledgeable about goals and objectives and CSR role within that plan.

* Develop awareness to customer ordering patterns to help with bundling and freight reduction.

* Perform any other task at the request of management

Note:

The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but rather to describe baseline activities. These duties will from time to time be altered to suit the needs of the company.

We are a tobacco and drug free, professional environment.

Requirements:

* 3-5 years in customer service field.

* Experience in distribution or chemical industry preferred

* Strong, accurate clerical skills, data entry and typing

* Expert level of expertise in MS Office

* Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers

* Ability to handle sensitive information with confidentiality and discretion

* Proficient at multi-tasking

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* Physical Requirements:

* Satisfactory motor skills relevant to position

* Ability to sit for long periods of time

* Ability to lift up to 25 pounds