Copy of Customer Experience & Program Specialist

Copy of Customer Experience & Program SpecialistMain Purpose

The Customer Experience & Program Specialist is responsible for customer satisfaction and support, following up with customers, inputting and completing orders, and inputting sales leads.

In addition, this individual will work closely with the Mobility & Infrastructure team to help increase revenue through the Mobility & Infrastructure Program.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions / activities.
• Provide quality service and support in a variety of areas including, but not limited to placing orders, ETDs / Lead times, and products and services for the M&I sales team.
• Troubleshoot customer issues over the phone and electronic methods, and handle issues in the best interest of both the customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience.
• Contact existing customers through, but not limited to, phone calls, email, and seminars to communicate opportunities to extend initiatives with the company.
• Train and review Taoglas application processes for M&I sales representatives to ensure the sales program's success across teams and departments throughout the company.
• Maintain and publish the Master Pricing List for the Mobility & Infrastructure team.
• Identify revenue opportunities within customers' communities through communications and other activities as needed.
• Call prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline.
• Review and update sales representatives' assignments in HubSpot for sales orders to maintain accurate commission reports.
• Work with the San Diego CCD team on custom and high visibility orders / samples to ensure quality and customer needs are met as well as liaising with the production team to ensure that on-hand inventory is maintained to meet M&I’s rapid turnaround.
• Make outbound calls to new & existing reseller customer base to review shipped sales orders for QC review and Opportunity Inquiries such as legacy customers who have an identified deviation in order consistency.
• Attend sales presentations and trade shows to assist with real-time inventory and part number identification and coordinate item / task-specific follow-ups.
• Point of contact for M&I projects (development / post-mortem / active issue).
• Work with the quality team to develop and maintain SOPs for the M&I environment.

Knowledge and Experience

• High School Diploma or equivalent education and / or experience.
• Minimum 2 years of customer service experience.

At Taoglas we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth.

We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.

About us

All potential applicants are encouraged to scroll through and read the complete job description before applying.

We tackle real-world engineering challenges faced during the development of complex RF and wireless systems. Our antennas, advanced IoT components, and custom design services are the building blocks you need to bring connectivity solutions to market on time, the first time.

Since our foundation in 2004, we have grown from our heritage in antennas to having engineering resources, state-of-the-art test chambers, and pre-certification centers around the world.

Our global team works obsessively to deliver an uninterrupted supply chain for rapid local delivery and seamless support internationally.

Our commitment to continuous innovation, proactive customer service, and quality you can trust builds partnerships that don’t end with a single IoT component.

We engineer solutions that deliver long-term peace of mind to our customers and colleagues, creating time and space to work together to advance global connectivity.

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