Customer Experience Specialist

Job Description

Job Description

Job Overview :

We are seeking a dedicated and meticulous Customer Experience Specialist to join our Client's team. This role is pivotal in managing internal account functions, supporting our remote Account Managers, and ensuring the smooth operation of sales order processes. The position requires strong attention to detail, excellent communication skills, and the ability to multitask effectively. This role is based in the Chicago North Shore area. Benefits include 401K and matching, health / vision / dental. Comp is $50K-55K

Key Responsibilities :

• Transaction Management : Ensure high-quality transaction accuracy through meticulous attention to detail.
• Customer Support : Respond to customer inquiries promptly and effectively, using excellent communication and multitasking skills.
• Account Management Support : Provide support to remote Account Managers, managing several hundred buying accounts.
• Order Processing : Handle all aspects of order placement and internal processes, including ERP systems, Vendor Managed Inventory, tracing rail shipments, and sending regulatory / material specification documentation.
• Customer Relationship Management : Occasionally travel with assigned Account Managers to strengthen customer relationships.
• Issue Resolution : Participate in investigations to understand and resolve escalated issues, accepting leadership coaching for continuous improvement.
• Case Management : Utilize Case Management protocol for entry and follow-up of issues regarding Return Material Authorization (RMA), ISO complaints, and claims.
• Collaboration : Work closely with Supply Chain Buyer / Planners and the Logistics team to ensure timely purchase, delivery, and shipment of required customer materials.
• Continuous Learning : Leverage learning and development tools for continuous personal growth and improvement.

Qualifications :