POSITION PURPOSE: Manage a team of Customer Experience Specialist that are cross-functional in nature with support to include problem resolution, proactive recognition of potential issues relative to order fulfillment. Lead by example and provide excellent customer support via phone and/or email. Ensure the retention and satisfaction of business relationships by promoting customer loyalty through service excellence and the ability to support multiple accounts. Work with inter-departments leaders in creating cross-functional efficiencies.

DUTIES, TASKS AND RESPONSIBILITIES:

• Field customer calls regarding product knowledge, order information, pricing and freight issues

• Continual daily review of open orders in multiple systems – current and past due to determine and confirm product availability for customer requirement.

• Work cross-functionally to work thru challenges such as inventory availability, shipping requirements and any other special handling of customer order to meet customer requirements

• Monitor and manage list of orders eligible for delivery to ensure deliveries occur

• Resolve customer issues in a prompt manner

• Process debits and or credits to the customer in order to resolve billing issues

• Review and manage short ship instances via report directly with end customer and process orders as appropriate

• Works in conjunction with transportation planners for orders pending shipment

• Follow up with production department to ensure product availability within company guidelines for customer required dates of shipment.

• Identify and work thru order challenges to prevent downstream issues such as billing discrepancies

• Create RMAs (Return Material Authorization) and NCRs (Non-Conformance Report) as needed for product failures, miss-shipments, damages and quality issues

• Provide documentation to customers as required (invoice, POD, BOL, Customs, C of A)

• Work with multiple internal departments to resolve issues while identifying root cause and propose recommended solution to the leadership team

• Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achieved.

• Support department as required during absences or increased workload periods.

• Create and manage various team reports (KPI’s) to understand CSR performance on a daily, weekly, and monthly basis

• Alignment, tracking, reporting and delivery to objectives and KPIs while level setting performance accountability and expectations

• Other duties as assigned

SKILLS, KNOWLEDGE AND ABILITIES:

• Associate Degree with general business concentration or equivalent customer service experience

• 2-3 years customer service experience.

• Intermediate MS Office suite skills required.

• Knowledge SAP and Salesforce.com or equivalent systems highly preferred

• Excellent proactive interpersonal, written, verbal communication and team skills

• Ability to assess situations and make recommendations to resolve issues

• Must be able to multi-task and prioritize workload in a fast-paced environment

• Must be able to work independently as well as in a team environment

• Reliable, committed and driven characteristics

• Excellent interpersonal and phone skills