SUMMARY The Customer Experience Representative carries out all customer service activities, including responding to inquiries, processing orders, handling complaints, maintaining inventory records, and supporting light shipping and receiving activities, in a prompt, courteous, and effective manner.
RESPONSIBILITIES Process and input all customer orders including the coordination of last-minute shipping requests with the traffic department
Furnish shipping and tracing information to customer as required
Maintain damage goods record and back-order logs
Handle returned products in an efficient manner and assure proper credit is given to the customer
Trace orders as required and notify customers of any activity concerning their merchandise
Assure proper invoicing of accounts by verifying computer-generated invoices
Maintain good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc, in a courteous and efficient manner
Report customer feedback to management, including any signs of customer dissatisfaction
Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes
Oversee all paperwork associated with orders and maintain the corresponding files
Maintain a current and accurate procedure book which details the processing requirements for each account Answer phone calls and operate various types of office machines and computers necessary to perform duties
Effectively correspond with customers as required
Prepare any reports concerning customer service activities as required by supervisors
Assist with inventory control activities, including cycle counts and inventory verification.
Provide support for light shipping and receiving duties, including the processing of incoming and outgoing shipments.
Promote a clean, safe and positive work workplace
Other duties as required.
EXPERIENCE 2 years general warehouse experience is required
Strong communication and interpersonal skills.
COMPETENCIES Customer Centricity
Fostering Culture
Collaboration
Problem Solving &
- Decision Making
Managing Through Change
Developing Self &
- Others
Planning &
- Results Orientation
Communication
Always Improving Mindset
Business &
- Financial Savvy EDUCATION Two-year College or one-year related experience and/or training; or equivalent combination of education and experience