Customer Experience Specialist

Position Overview:

The Customer Experience Specialist provides primary after sales support to customers with entry of orders, product order status, resolution of problems, shipment scheduling, any concerns related to their order fulfillment.  Primary functions include end-to end order management, product delivery, forecast analysis and suggested corrective actions.

Principle Responsibilities:

• Ownership of the Order Management process from receipt, to shipment, to post sales activities
• Review customer purchase orders and liaise with customer as required to collect missing information, documentation, and approvals required to complete order.
• Responds to customer inquiries including but not limited to pricing, order status and delivery date information.
• Responsible for on time delivery of customer shipments for all ready product.
• Responsible for all phases of customer orders including order entry, data management, quantity changes, product changes and all order confirmations.
• Ownership of the RMA process including follow up on return status inquiries and tracking
• Uses all technical tools including EDI, MS-Excel, Oracle, and Forecast tools (i.e. Demantra).
• Accountable to support the CX team by accomplishing assigned individual goals.
• Respond to requests for information in a timely fashion.
• Coordinates / Communicates with Demand Planning on new requirements and changes to ensure demand is correct and complete.
• Ensures all work is performed accurately and within audit compliance guidelines.
• Support for ecommerce tools for both B2C and B2B. Support includes efficient problem identification, root-cause analysis, and solutioning with exceptional communication skills
• ReAmaze: Software for End User Engagement and Follow Up
• Yotpo: a full suite of solutions for customer reviews, visual marketing, loyalty, referrals, and SMS marketing.
• CRM: i.e. Salesforce.com, Zoho to Administrate and support
• Contact Center software to Administrate and Use