Customer Experience Representative

SUMMARY :

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The Customer Experience Representative helps grow top-line sales by driving the customer experience. In addition, the Customer Experience representative supports operational excellence by supporting process conformity and improvement.

You should have hands-on experience interacting with customers via phone, email, and web chat to determine their needs and connect them with the resources they need to purchase.

You will assist in managing inbound marketing leads from inquiry to connection with our sales team. As customer requests arise, you will also be involved in the order management and returns process.

As of November 2023, we have been acquired by Snap-On Tools.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Evaluates and manages new and existing customer engagement information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members.

Disqualify contacts as needed. Set customer expectations around the follow-up timeline.

• Responds to customer inquiries via phone, email, and web chat.
• Enters and manages customer information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members.
• Update our customer relationship management (CRM) system to ensure accurate and up-to-date sales data.
• Performs assigned responsibilities in conformance to ISO procedures and supports the organization in meeting quality objectives;
• Supports and participates in the company's health and safety program.

SUPERVISORY RESPONSIBILITIES : none

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in business administration, sales, marketing, or a related field.
• 3+ years in a sales or customer service role required (retail experience considered).
• Excellent attention to detail to ensure accuracy and quality in data analysis and reporting.
• Proficiency in using CRM systems (Netsuite Ideal), and Microsoft Office Suite (Word, PowerPoint).
• Experience using a project management tool would be a plus.
• Ability to work collaboratively with cross-functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.

LANGUAGE SKILLS

Effective communication skills to deliver feedback to team members as needed.

Excellent verbal and written communications skills.

MATHEMATICAL SKILLS

Strong mathematical and problem-solving skills required. Able to lead a team through the complete 8D problem resolution process.

Able to interpret KPIs and recognize trends in key metrics that require intervention. Understand and interpret SPC and other statistical methods used to control process outputs.

REASONING ABILITY

Strong adaptability to work in a fast-paced, dynamic environment with shifting priorities and handle multiple tasks simultaneously.

Strong analytical and problem-solving abilities to gather, interpret, and analyze sales data and metrics.

CERTIFICATES, LICENSES, REGISTRATIONS

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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

Travel to may be necessary for trade shows, meetings or site visits.

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