Customer Experience Support Associate

About the role

This individual-contributor position is responsible for the successful execution of tasks that enable a positive customer experience by meeting their expectations. The role is integral to managing and executing product samples and establishing effective relationships across many areas of the business, including commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.

Schedule

Remote Monday and Friday; in office Tuesday to Thursday at 1120 Employers Blvd, De Pere, WI 54115.

Pay

$21.16/hr - $31.20/hr with additional bonus potential, based on experience and qualifications.

Benefits

• Medical, Dental, Vision
• 401(k) with match
• STD/LTD/AD&D/Life insurance
• HSA, FSA
• EAP (Employee Assistance Program)
• Hospital indemnity insurance
• Accident Insurance
• Identity and Fraud Protection Plan
• Legal services
• Critical Illness insurance

Responsibilities

• Maintains knowledge of and independently executes the product samples process.
• Participates in managing sample requests and completes accurate and professional white labeling of outgoing products when required.
• Manages sample room inventory in Excel and makes it available to requestors.
• Fulfills sample requests from the samples room, including preparation of parcel labels.
• Understands the end-to-end sales process to support related processes.
• Manages customer orders to ensure product availability, proactively adjusting and communicating any potential shortages to the customer and the commercial organization.
• For customers meeting a volume threshold, completes an analysis of standard inventory reports to anticipate impacts in the next 30 to 60 days, escalating concerns to a Leader or Analyst.
• Provides proactive, professional communication to internal stakeholders and external customers regarding any issues in meeting fulfillment expectations, primarily through email and Microsoft Teams, responding within 24 hours.
• Updates and maintains documentation on customer communications, inquiries, and interactions in a timely manner.
• Identifies and resolves issues affecting overall service to the customer, positively influencing key performance indicators.
• Proactively identifies and resolves recurring customer issues.
• Provides input and updates to training/reference materials as needed in coordination with their leader.
• Attends skill set enhancement training as needed and available.
• Maintains relationships across all areas of the business, including commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.
• Additional tasks and duties may be assigned as necessitated by business needs.

Requirements

• High school diploma required; post-secondary education in Supply Chain, Business, or a related field preferred.
• Minimum of 2 years of experience in a customer-facing role, supply chain, warehousing, or transportation is preferred.
• High attention to detail with excellent organizational skills.
• Ability to manage multiple tasks in a high-change environment.
• Working knowledge of Microsoft Office is required; knowledge of ERP Systems (e.g., SAP) and Power BI is preferred.
• Strong written and verbal communication skills.
• Ability to work occasional overtime.
• Ability to perform repetitive motions (e.g., PC keyboard use) 90% of the time.