Customer Experience Associate

Key Outcomes

• Customer satisfaction & retention
• Order processing within 2 hours
• Credit/Return/Warranties processed within 72 hours
• Customer response time for calls & emails within 2 hours
• Process freight claims through claim portal within 2 hours
• Process improvement and simplified efficiencies in support of company and financial goals
• Investigate, analyze, and process claims

Essential Duties & Responsibilities

• Guide and process customer orders and inquiries in a fast-paced environment.
• Communicate with customers via phone and email via case management.
• Investigate and solve customer problems and find best possible solutions.
• Help customers navigate our website and place orders online (Automated order entry).
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Respond to shipping inquiries and answer order status questions.
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
• Analyze and process all required paperwork related to refunds, returns, and warranties.
• Generate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes.
• Comply with changes in policies or renewals.
• Process freight claims through claim portal.
• Process warranty claims through supplier portal.
• Serve as liaison between supplier, customer, and internal departments to investigate claims, to ensure claims are resolved, process orders, returns, credits and warranties.

Required Education & Experience

Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree is strongly preferred.

Key Competencies

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Working with multiple software's and platforms simultaneously.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

What We Offer

• Competitive compensation that recognizes your skills, experience, and impact
• Performance-based annual bonuses that reward results and contributions
• Comprehensive medical, dental, and vision coverage to support your well-being
• 401(k) with a 4% company match to help you invest in your future
• 8 paid company holidays to rest, recharge, and maintain work-life balance