Customer Experience Specialist

Job Summary

A Customer Experience Specialist is a liaison for the customers and the business. This position is responsible for creating a wow customer experience by receiving inbound customer calls, taking and processing orders and going the extra mile to serve our customers well.

Job Responsibilities

• Answers inbound calls in a professional, yet cheerful and engaging manner
• Answers inbound emails in a professional, engaging manner with proper communication, knowing when to reach out to the customer via a phone call
• Setting up new customer accounts in our ERP system
• Provides customers with product pricing and availability
• Accurately processes orders, return authorizations and quotes
• Responds to customer inquiries in a timely manner
• Research required information using available resources and processes
• Answers basic technical questions using system information/manufacturer specification sheets and limited google searches if needed
• Looks for opportunities to upselling and cross-sell products on incoming orders
• Identifies sales opportunities based on a customer’s sales history and potential and then make the appropriate decision on special pricing or route to Workshop Inside Sales Rep as appropriate
• Handles and resolves customer complaints professionally and timely, knowing when to escalate the call
• Routes calls to appropriate department, as needed using a “warm transfer” process.
• Continues to strengthen mechanical aptitude and knowledge
• Organizes daily schedule to include inbound calls, return voicemails and conduct follow-up calls, as needed

Job Requirements

• High School Diploma or GED
• At least one year of work-related experience in customer service and/or sales role

Preferred

• Working knowledge of cloud-based computer programs; experience with NetSuite
• Experience operating a call center, cloud-based phone system
• Hydraulic industry experience

Essential Job Function

• Works autonomously and collaboratively in a fast past environment while maintaining a professional and upbeat attitude
• Outstanding organizational, interpersonal and communication (written and verbal) skills
• Sits in an office environment and/ or in front of a computer for long periods of time with or without reasonable accommodations
• Strong analytical and problem-solving skills
• Proficient in the use of Microsoft Office programs such as Word, Excel, Outlook
• Strong phone and active listening skills
• Lifts up to 10 pounds with or without reasonable accommodations
• Ability to work overtime and weekends based on business needs
• Ability to travel up to 10% of the time for meetings, training or other business needs with or without reasonable accommodations
• Walks throughout a large facility with or without reasonable accommodations