Job Posting for Customer Experience Representative at Boston Centerless1

Job Title:             Customer Experience Representative (FT)
Location:             Boston Area (Woburn, Massachusetts)
Company:           Boston Centerless
Reporting to:      Manager of Customer Experience

POSITION SUMMARY: The Customer Experience Representative (CER) is part of a team responsible for an exceptional level of service and experience for both our customers and potential customers. This person will be an integral part in raising the bar in service levels, and the customer experience, helping the organization become the leader in world class service. The CER will support and aid in the achievement of the company’s established sales targets, working closely and collaborating with our Field Sales Representatives to maximize sales and profitability. They will do this while providing exceptional service and communication to both our customers and field sales team. This position will serve as the voice of the customer and advocates for the customer’s needs throughout the organization.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

Drive and build enthusiasm for Customer Experience. Assist in raising the bar for our customer’s experience and the service levels received by others from BC.
Communicate the need to Expedite/Prioritize Quotes and Sales Orders within the assigned territory to CE Manager when necessary.
Obtain customer feedback on opportunities to improve the Customer Experience
Create relationships with customers through exemplary service.
Facilitate “EXPEDITE” orders through OPC.
Proactively communicate to our customers and our FSM when a customer order is delayed and late. (Information must reach the customer as soon as we know that order will not be on time- well before ship date whenever possible.
Serve as the primary voice of the customer and be the customer experience advocate in decisions that will impact the customer.
Professionally collaborate as part of a team to achieve company goals while providing outstanding service to both internal and external customers.
Interface with internal departments to develop on-time (quick turn-around) responses to customer inquiries with the greatest value to both the customer and BC.
Enter and maintain information in CRM system and ensure authentic/accurate information is available to BC.
Manage the accounts within a given territory, supporting the revenue targets and service provided through collaboration with Field Sales
Enter customer information into M2M ERP system/updates customer information.
Provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of BC’s products and services.
Create RMA’s and ICN’s, as necessary.
Guide the customer through all our customer experiences; always identifying their needs and Resolves product or service problems by clarifying the customer's complaint expectations in a swift manner.
Achieve and be accountable for the assigned metrics developed by the Customer Experience Manager
Process Quotes and/or Sales Orders as necessary to maintain an acceptable Turn Time and manageable Quote/Sales Order Queue
Perform other related duties as required.

Additional Responsibilities: Provide order status, tracking numbers, order changes/cancellations, delivery issues, open order status, new customer setup, credit hold status, large account management, missing documents, RMA’s, ICN’s, quality follow ups, arranging pickups, assist Field Sales Managers. Position will also be cross trained in other related processes, generating quotes, processing Sales Orders and other functions to provide backup and allow support on high demand backlog.

QUALIFICATIONS:

2-5 years of experience in a Customer Service or similar role
Knowledge of customer service principles and best practices
Systems Savvy. Experience with CRM systems, ERP systems and proficiency in MS Office Suite, including Outlook, Excel, Word, and PowerPoint is a must.
Deliberate and skilled communicator, both oral and written and is adept at building and nurturing relationships and trust, an active listener.
Professional demeanor and proven conflict resolution skills.
Proficiency in Spanish or Mandarin Chinese a huge plus!
Empathic communicator, able to understand other’s point of view.
Proven experience working in a team environment and being a team player.
A successful history working with multiple departments within a company.
Must possess a positive attitude and be a key contributor towards exceptional customer service.
Proven history exemplifying integrity, consistent with the BC T.I.T.E value system
Exceptional Time Management Skills.
Must have strong experience in problem resolution and a proven track record in customer retention through exceptional service.
Passion for servicing others is a must.

As an Equal Employment Opportunity/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, Veteran, or disability status.
ABOUT THE COMPANY:

We're 21st century artisans - utilizing state-of-the-art technology and old-world craftsmanship to provide precision metal bars, pre-production blanks, and material preparation services to companies machining high precision components for a host of industries, such as medical device and automotive - helping them achieve success through streamlined operational excellence.
At Boston Centerless, we have built an enduring character and approach to business that we call the “BC Way.” The BC Way transcends the products we sell, the markets we serve, and any of our leaders and individuals. This practice is why we come to work every day (Core Purpose) and how we choose to conduct ourselves through guiding principles (Core Values).
We strive to set an example for the manufacturing industry and continually look to improve customer experience, as well as our work environment. Within our company, we celebrate upholding our Core Values with the Golden Bar Award which is given to associates to recognize their exemplary efforts.
Our Service Vision of Raising the Bar with every Interaction, with both internal and external customers, translates our ambition of excellence in customer service through exactitude, engagement, and extraordinary attitude and experience.

Core Purpose:

To be a role model for U.S. manufacturing.
Growth ● Opportunity ● Pride ● Significance ● Secret Service ● Community

CORE VALUES:

be Trustworthy ● take Initiative ● put the Team First ● demonstrate Excellence.

Service Vision:

Raise the bar with every interaction. Service Pillars: be Exact ● be Engaged ● be Extraordinary.

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