Job Description
Job Description
Customer Experience Champion - Bensenville, IL
$60,000-$69,000
This role includes a full benefits package, including medical, dental, life and vision coverage, 401K matching, PTO, and a hybrid work environment. *
We help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands we specialize in security around the doorway and beyond.
Our team is seeking a Customer Experience Champion to manage the order entry process and continue to keep our customers protected.
The Customer Experience Champion is a crucial part of the team, responsible for processing time-sensitive orders and customer requests to meet customer and company commitments.
This position will also work closely with various internal departments including sales, operations, marketing, IT, and finance to deliver a positive customer experience.
Responsibilities :
- Manage service / support interactions with customers by shaping the customer expectations, delivering on those expectations, and deepening customer loyalty via incoming / outgoing calls, emails, and requests
- Proficient in knowledge of product and features for assigned brands / product category
- Identify and complete order entry functions within assigned quality and production guidelines
- Understand the basic profile of the customers, and their most common needs and expectations
- Tailor the support approach to fit customers and / or situations within established guidelines
- Complete troubleshooting and subsequent documentation on return and warranty claims and escalate as necessary
- Gather and document service request information through the effective use of CRM tools
- Utilize and manage all appropriate ERP business systems for assigned product bands
- Process time sensitive orders and requests : receive, edit, and enter incoming customer purchase orders in an accurate and timely manner
- Review, verify and make corrections as necessary to ensure accurate information and order specifications
- Contact customers to resolve unclear order issues
- Manage orders in the business system through the entire order cycle
- Gather data for measurement, analysis and reporting
Requirements :
- 1 year of experience in corporate customer service
- 1 year of experience managing the order entry process
- Proficiency in Microsoft Office Suite
- ERP system preferred
2 days ago