Description
The Voice of the Customer Administrator within Shoppa’s Material Handling encompasses the process of gathering and understanding customer needs, wants, expectations and performance experiences in order to directly improve the product and customer experience.
This opportunity represents Shoppa’s Material Handling and requires professionalism, strong communication skills, attention to detail, great attitude, and world class customer service.
- Establish rapport with Shoppa’s Material Handling customers (internal / external) in all departments
- Capture insightful feedback from customers, perform research and provide reports to appropriate internal departments
- Follow-up promptly on disputes and follow through to resolution.
- Keep lines of communication open at all times
- Maintain polite and professional communication via phone and email
- Assess progress against goals and measure improvement to keep program on track
- Metrics will be established on number of contacts per day.
- Become familiar with the operation of Smartsheet software.
- Using the information in Smartsheet software, contact customers who have done business with Shoppa’s Service, Parts, Rental and New / Used Equipment departments.
- Train and become efficient in Microsoft Dynamics NAV (ERP).
- Calls must be documented in Smartsheet when completed.
- If any issues are uncovered, the information pertaining to the issue will be communicated to the responsible person in each department.
- All other duties and projects as assigned
Qualifications
- High School Diploma
- Proficient in Smartsheet, MS Office Suite (Word, Excel, Access,);
- Strong communication skills and a team player
- Great customer service, be data driven and able to work in a fast-paced environment.
- Excellent organizational and time-management skills
- Professional phone etiquette
Ability to establish and maintain positive working relationships with internal / external customer, colleagues and managers required.
Able to maintain composure and professionalism in high pressure situations.
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