Customer Experience Representative (Onsi

Job Requirements

Your mission: As a Customer Experience Representative, you'll assist our stock customers with product inquiries, provide exceptional customer service, and resolve any issues that arise. Collaborate with the Sales Team, internal stakeholders, and customers to ensure a seamless experience.

• Support Sales Managers/Account Managers: Be an advocate for Sales, providing customer-centric support and being the single point of contact. Process phone calls and email requests/orders, offering assistance with product sizing, samples, and other information.
• Customer Service: Utilize Excel to manage customer forecasts and generate reports. Elevate customer concerns and coordinate solutions with cross-functional resources. Handle customer orders, returns, and refunds, ensuring clear order visibility and on-time deliveries.
• Collaboration and Improvement: Work with internal stakeholders to ensure customer satisfaction and timely issue resolution. Identify opportunities to improve the customer experience and make recommendations. Support KPIs like OTIF (96%), EDI/Portal orders (95%), and keeping past due orders (100K).
• Order Entry: Promptly enter orders into the ERP system with precision. Work with the Scheduler to ensure accurate product availability and update customers. Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality. Adhere to quality and safety policies, work instructions, and procedures.

Minimum Qualifications

A minimum of one year post-secondary specialized course work and one year of business-to-business customer service experience; OR high school education.

Desired Skills

• Excellent phone, communication and listening skills
• Direct customer contact & order processing experience
• Business to Business experience preferred
• Attention to detail and ability to work effectively with others and manage multiple priorities
• Microsoft Outlook, Word, Excel (intermediate user preferred)
• Ability to learn ERP system and processes
• Strong ability to build and maintain rapport with internal and external customers
• Bi-lingual - English/Spanish skills preferred
• Two to three years of business-to-business customer service experience
• Working toward business related certified/degree program preferred