Customer Experience Representative

Position Summary

Process orders from customers in a timely manner, ensuring order accuracy and compliance with customer requirements. Handle other customer requests or issues that may or may not relate directly to an order, process sample requests and assist in handling general office duties that are assigned to the customer service department.

Key Strengths

• Pleasant demeanor.
• Good communications skills.
• Strong verbal, written communication and interpersonal skills.
• Good computer skills.
• Ability to handle multiple tasks at the same time.
• Ability to prioritize tasks.
• Good efficiency and accuracy skills.
• Excellent organizational skills.
• Ability to collaborate with the multiple levels within the organization
• Willingness to serve the customer and meet their requirements/requests in a professional and timely manner.
• Ability to work as a team member

Position Requirements

• 4 year college graduate (preferred)
• Must be able to multi task
• Ability to organize work as required to meet customer demands or corporate demands
• Ability to prioritize work, determining what is critical and needs to be completed

Reports To: Customer Service Manager

Direct Reports: None

Areas of Responsibility:

• Answer telephone and follow up as needed.
• Order processing - includes taking the order, printing the order, allocating inventory/completing a purchase order for direct shipments, arranging freight and meeting customer specific instructions.
• Order Acknowledgement - includes updating comments for all orders, timely updates to the customer on the delivery of their PO's, and review of customer's PO instructions
• Interface with customers as necessary regarding their order and resolve any problems that may occur.
• Process Direct shipments with suppliers and carriers.
• Process Sample Requests.
• Handle customer complaints including documentation, disposition and corrective action.
• Maintain the Certificate of Analysis files.
• Maintain and update customer information such as address, telephone number
• Update customer comments with regard to specific customer requirements.
• General office duties such as filing, copying, faxing, and word processing.
• Maintain a clean and safe working environment at all times
• Promote teamwork within department and across all departments and affiliates

Other Responsibilities include (but not limited to)

• Understand and adhere to/follow the department procedures and policies
• Adhere to and support the principles of Responsible Distribution.
• Assume other activities and responsibilities from time to time as directed.

Physical Demands and Work Environment Characteristics

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. While performing the duties of this Job, the employee is regularly required to stand; walk and talk or hear. The employee must frequently lift and/or move up to 10 pounds. The Job Description is not an exhaustive list of all duties and responsibilities nor does it constitute an employment agreement between the employer and employee. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

This is a hybrid role and the expectation is to be on-site 50% of the time in office