Associate Customer Experience Representative

Description

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Ascentek provides an environment where you can love what you do and be your best every day.

What you will enjoy by being a part of a 2024 USA Great Place to Work certified company :

A position that is : Hourly, Full time, Mon-Fri 8 am to 4 pm

• Medical Plan options, including fertility coverage and free mental health and telehealth coverage
• Dental and Vision Insurance
• FSA / HSA options
• Paid parental leave
• Company-provided short-term disability, long-term disability, and life insurance
• Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
• 401(k) with a generous company match
• Pet Insurance Benefits
• Tuition reimbursement
• 21 Paid Days Off
• 7 Paid Holidays
• Short-term Incentive Plan (STIP), ask your Talent Partner for details
• Dress For Your Day (casual dress environment)
• Work Your Way (hybrid work) - Three days on site with anchor day on Wednesdays
• Paid comprehensive on-the-job training
• Company phone provided
• Company computer provided
• Career advancement opportunities

HOW YOU WILL CONTRIBUTE TO OUR TEAM(Overview & Key Responsibilities) :

As an Associate Customer Experience Representative, you play a key role in delivering on our customer promise to provide service beyond expectations by building relationships with our valued customers, actively managing customer orders and requests, and partnering with our sales teammates to achieve growth initiatives.

• Accurately enter and maintain customer orders and returns in JDE.
• Provide customer support through our email orders inbox, phone queue, and direct customer calls / emails.
• Collaboratively troubleshoot delivery issues, backorders, sample requests, invoice inquiries, pricing, credits, product availability, and use of our website
• Partner closely with assigned sales representatives to efficiently manage customer account information, pricing, orders, returns, billing and credits, and product availability.
• Maintain accurate customer account information, including but not limited to, order notifications, address, routing information, delivery contacts, and payment and freight terms.
• Have an in-depth understanding of our company structure and personnel to accurately connect customers and sales reps to the correct department or division.
• Learn and maintain product and service knowledge of Ascentek offerings.
• Knowledge and understanding of Ascentek systems, including but not limited to JDE, Salesforce, eCommerce, ICE, SPS, DocLink, Microsoft Teams, Outlook, Excel & Word, and Smartsheet

Education :

High School Diploma

Knowledge, Skills, and Abilities :

• Detail-oriented and organized.
• Excellent verbal and written communication skills.
• Ability to maintain calm and stay organized while constantly re-prioritizing a multitude of tasks and requests.
• Intermediate mathematical and problem-solving abilities and computer literacy.
• Comprehensive understanding of Ascentek systems, including but not limited to JDE, Salesforce, eCommerce, ICE, SPS, DocLink, Microsoft Teams, Outlook, Excel & Word, and Smartsheet
• Ability to provide customer, sales rep, and account support and troubleshoot issues through email orders inbox, direct email, phone queues, and direct calls with little to no assistance from others.
• Elevates technical or complex issues to level III, lead, or supervisor.
• Capable of upselling, product cross-references, and add-ons with some assistance.
• 2-5 years of experience as a Customer Experience Representative.

Education :

Bachelor or Associate Degree

Experience and / or Training :

Prior customer service, customer care, customer experience, or support specialist experience

Knowledge, Skills, and Abilities :

• Experience with customer relationship management tools, such as JDE and Salesforce
• Lubricant, chemical, and equipment sales, installation & maintenance knowledge, or experience

Ascentek is an Equal Employment Opportunity / Affirmative Action Employer. Qualified applicants including women, minorities, veterans, and individuals with disabilities are encouraged to apply.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)