Customer Experience Partner

Customer Experience Partner

At Dynamic Lifecycle Innovations, our mission is to protect the planet and our customers' interests by giving electronics their next best life. We're an industry leader in electronics life cycle management known for doing the right thing and delivering for our customers. Our team is our most valuable resource, and we work diligently to provide a work environment that is rewarding, engaging, and FUN!

Don't just take our word for it, visit Dynamic Lifecycle Innovation's Great Place to Work page to see what Team Members have to say. We may be a little biased, but we think you're going to love it here.

• Office Location: Onalaska, WI - Building A or Nashville, TN
• Position Location: Onsite
• Hours: Monday- Friday; 8:00 am- 5:00 pm
• Compensation Structure: Base Salary + Quarterly Profit Sharing
• Total Compensation: $61,000 - $80,000

Purpose & Summary: As a Customer Experience Partner at Dynamic, you will be responsible for delivering world-class customer service to Dynamic's largest and most influential accounts. You will establish and nurture personal, working relationships with clients, ensuring outstanding service for their current needs, anticipating and proactively preparing for future requirements, and identifying opportunities for service expansion. Serving as a liaison between customers and Dynamic's internal teams, you represent customer interests internally and make informed decisions that positively impact clients while safeguarding the company's interests. With a focus on customer satisfaction, you will actively seek and manage compliant ITAD partners to offer a comprehensive, one-stop, global ITAD service through Dynamic. With an unwavering commitment to excellence, you'll deeply understand your customers' service and financial needs. You'll relentlessly pursue company activities that lead to the pinnacle of world-class customer service.

Responsibilities include:

• Field customer calls and address scheduling, billing, settlement data, and service issues.
• Collaborate with accounting and logistics to ensure smooth operations.
• Maintain high responsiveness, professional communication, and service delivery.
• Manage and expand customer relationships, transitioning from Sales Executive to Account Manager.
• Provide support and communicate effectively with internal teams and divisions.
• Review contracts, conduct customer surveys, and identify opportunities for service expansion.
• Execute ITAD's Customer Experience Strategy, ensuring adherence to service standards.
• Offer feedback to enhance service delivery across various business functions.
• Maintain standardized recurring reports on service utilization, shipments, and financial analysis.
• Establish and manage a portfolio of partners, monitor performance, and drive efficiency.

Minimum Qualifications:

• Associate degree in Business, Marketing, or related field (or 3 years equivalent experience)
• 3+ years of customer service/account management in an office environment
• Microsoft Office proficiency, especially Excel and Outlook
• Strong communication, organization, and data entry skills

Preferred Qualifications:

• Bachelor's degree in Business Management or related field
• Experience with Salesforce, QuickBooks, or in the IT/electronics industry
• Advanced Excel and report development skills
• Experience with SOPs, SLAs, and coordinating with vendors/logistics providers

Successful Candidate Profile: This role requires the ability to establish rapid connections with others, exuding poise, genuine warmth, and enthusiasm. It entails maintaining a keen eye for detail and seamlessly transitioning between tasks with agility. Possessing high standards, a strong sense of urgency, and thriving in a fast-paced environment are essential attributes for success in this position.

Skills & Abilities:

• Superior verbal and written communication skills, including strong presentation abilities.
• Intermediate to advanced computer skills with an analytical and detailed mindset.
• Strong organization and time management capabilities.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• High emotional intelligence, demonstrating perceptiveness and self-awareness.
• Self-motivated and a team player, able to address and resolve conflicts positively.
• Skilled at building rapport and effectively conveying information both internally and externally.
• Willingness to take on new tasks and adapt to a fast-paced environment.
• Acceptance of change and proven success in dynamic settings.
• Ability to understand and balance the needs of both internal and external customers.

Why Join Us?

• Award-Winning Culture: We've been a Certified Great Place to Work since 2017-because when you put people first, amazing things happen!
• Values-Driven Organization: We live our core values every day (not just stick them on the wall).
• Environmental Impact: Help give electronics their "next best life" while protecting the planet.
• Innovation Encouraged: Got a bright idea? We love creativity and welcome fresh perspectives.
• Growth Opportunities: Access to professional development and career advancement.

Dynamic Lifecycle Innovations is an equal opportunity employer and is committed to providing fair employment opportunities for all based on merit. For positions subject to state contract requirements, we adhere to state affirmative action obligations and take proactive steps to ensure equal opportunity in our hiring practices. We do not discriminate or make any employment decisions on the basis of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other characteristic protected by law.