Customer Experience-Order Entry Specialist

POSITION SUMMARY AND PRIMARY DUTIES

Skilled and energetic Customer Experience and Order Entry Specialist (OECX) to work in a fast-paced environment with multiple interruptions in search of excellence.

• Oversee a designated region and, in conjunction with the outside sales representatives, ensure that the customers experience is engaging and rewarding and meets the high standards of Neutral Posture.
  • Create exceptional experience by demonstrating specialty product knowledge, assess customers needs by actively listening to and providing solutions to maximize customer satisfaction.
  • Build sustainable customer relationships of trust through open, frequent, and interactive communication by addressing calls and emails in support of the sales team, customers, and suppliers.
  • Aid customers with placing orders, product questions, and order status, and guide product users through product features and functionalities.
  • Aid customers in resolving product or service problems related to product features, usability, technical issues and product performance by clarifying the customer's complaint; determining source of the issue; selecting and explaining the best solution for the issue; expediting correction or adjustment; following up to ensure resolution.
  • Serve as a point of contact for the outside sales representatives/dealers to turn over any customer needs and concerns that have been requested of them.
• Review purchase orders daily in database, fax, e-mail and mail to ensure accuracy, availability of product, and timely check for completeness and accuracy. If there are pricing or order issues, distribute to appropriate staff to contact customers for order discrepancies.
• Review all pricing and commissions to verify they match the most current standards by keeping them updated about any changes and/or current projects. Maintain a compilation of customer accounts and applicable commission codes and match those to incoming orders and pricing structure.
• Enter all orders, including literature and RMA requests, into the manufacturing system according to policies and procedures within 24-48 hours of receipt. Enter lead times according to production, model, stock, availability, marketing promotions, contests or any other special program implemented by marketing and/or sales. Must keep updated about any changes in the lead times and product updates or changes.
• Checks finished work for accuracy, neatness and conformance to department standards. Runs acknowledgements and invoices, matches original orders, files and maintains file system.
• Problem-solve all issues by researching within databases, email exchanges, the internet, and appropriate personnel throughout the company or external resources.
• Develop and maintain an expert level of knowledge of your department, your role, and our ever-evolving product, service offering, and internal systems. Collaborate by working closely and building strong relationships with internal teams to support the needs of the outside sales representatives and customers.
• Works closely with all departments to ensure accuracy of information, communication, and timely processing. Contribute to team initiatives, including the creation of knowledge, processes, and tools to improve the efficiency and productivity of Neutral Posture.

Reports to

• The Inside Sales Manager and VP of Creative within the Neutral Posture organization.

Other duties as assigned.