CUSTOMER EXPERIENCE SPECIALIST

Description

• Research items related to chargebacks, disputed invoices, product discrepancies, and other matters brought to the customer.
• May be responsible for compiling and reviewing primary and secondary data showing sales volume, inventory levels, and merchandising action plans to ensure effective and profitable maintenance of assigned accounts.
• Investigate claims submitted by customers to determine root cause, identify possible solutions, and train to ensure matters are handled appropriately and support business by correcting future potential issues.
• Structure content for internal and external correspondence with customers, vendors, and key stakeholders that include reports, presentations, and metrics.
• May assist with the development and administration of training workshops as it relates to customer experience.
• Communicate and coordinate actions with necessary functions to resolve replacement or remedial claims caused by manufacturing defects, addressing any disputes, and negotiating any deductions relevant to the claim.
• May process invoices and customer reports as needed and work with the credit department on accounts receivable.
• Coordinate customers shipping and scheduling requirements with Logistics, Mohawk Fleet, Field Services, and external contractor customers shipping requirements for delivery and installation of replacement orders.
• Support department goals and initiatives that improve efficiency, simplify processes, and promote teamwork and overall business competitiveness.
• Communicate and follow up with Sales Agents during after-sales transactions, both internal and external.

Requirements

• Previous customer service experience required.
• High level of integrity and discretion in handling sensitive and confidential data.
• Proficient using Microsoft Office Suite products.
• Able to multitask, prioritize, and manage time effectively.
• Bachelors degree in a related field or equivalent education and/or experience.
• Excellent communication, problem solving, and organizational skills.
• 2-4 years relevant experience or equivalent education and/or experience.
• Demonstrates strong knowledge of technical, process, and business principals, industry practices and standards.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance