Customer Experience Assistant

*Job Summary*: The Customer Experience Assistant will handle incoming phone calls and provide the applicable service and information or refer customers to the appropriate department.
The Customer Experience Assistant will collaborate with Account Managers and Customer Experience Representatives to manage the progress of customer orders including entry, credit and inventory checks, shipments and subsequent documentation, and relevant communication directly to customers regarding order status and updates.
Additionally, the Customer Experience Assistant will manage select CRM tasks including campaign set up, lead and opportunity management, document requests and tracking, sample requests and tracking, and complaint management and tracking.
*Essential Duties and Responsibilities:* · Responsible to provide support for Customer Experience Representatives/Account Managers with customer and vendor orders.
o Receive customer orders, check credit and inventory, order entry into the applicable ERP system, communicate with customers and vendors with order status and updates.
o Advise customer of prices, shipping date, anticipated delays, product questions, and any additional information needed by customer.
o Enter change orders into the applicable ERP system.
o Confirm and update orders as needed to SCS customers, Customer Experience Representatives/Account Managers, production, planning, and shipping.
o E-mail or fax required paperwork and documentation for purchase orders to customers.
o Respond to customer questions regarding orders and documents via e-mail and/or over the telephone.
o Assist with proposals, letters, forms, and miscellaneous correspondence.
o Quote customers on expected delivery dates and confirm quoted pricing.
· Send weekly market updates to Select Custom Solutions’ staff and maintain an accurate record of past market information.
· Answer incoming calls; either direct to proper person or respond to questions as appropriate.
· Coordinate production runs with customers’ expected delivery dates.
· Coordinate direct shipments between vendors and customers, including requesting shipping documents from vendors and sending those to customers in a timely manner.
· Generate, respond to, and resolve issues/concerns with customer/vendor orders.
· Enter and track Sample Requests including follow up directly with customers.
· Prepare and maintain all customers agreements including signed NDA’s, Manufacturing Agreements, etc.
· Manage and follow up on all customer document requests through SCS systems and the appropriate departments to ensure timely delivery back to customers.
· Manage all incoming inquires and requests from the SCS website, log in CRM, and pass along contacts to the appropriate department/person.
· Track and report on all donations, monetary and product, as needed.
*Other Duties and Responsibilities:* · Prepare USPS, UPS and FedEx shipments.
· Regular contact with Customer Experience Representatives/Account Managers, Accounting & Inventory, R&D, Production, Shipping & Receiving, and Purchasing & Traffic to obtain and provide information.
· Regular contact with customers, vendors, and the general public.
· Assist with special mailings as necessary or upon request.
· Understand and adhere to Good Manufacturing Practices.
· Safety Protocol o Stop any observed unsafe acts and obey facility safety rules and procedures.
o Correct or report any observed safety hazards.
o Support safety policies and programs.
_This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
_ *Qualifications:* *Education Required:* · High School Diploma or equivalent required.
· Associate degree from a two-year college or technical school in business preferred.
*Experience Required:* · Minimum one (1) year of customer service experience in a professional office environment required.
*Certification/Licensure Required:* · None *Skills Required:* · Communicate effectively both verbally and in writing with colleagues and individuals inside and outside the organization.
· Knowledge in business acumen, understanding of current and future policies, practices, trends, technology and information affecting the organization, familiarity with the competition, and comprehension of how strategies work in marketplace.
· Demonstrate attention to detail in composing, typing, and proofing materials, establishing priorities and meeting deadlines.
· Ability to extract, analyze, and act on information with limited supervisory input.
· Ability to work in a fast-paced environment.
· High level of interpersonal skills to handle sensitive and confidential situations and documentation.
· Basic math skills (addition, subtraction, multiplication, division).
· Intermediate computer skills with Microsoft Excel, Power Point, Word, Outlook and field-specific software.
· Ability to apply logic and methods to solve difficult problems with effective solutions.
· Demonstrate excellent organizational skills, establish priorities, ability to multitask, and meet deadlines.
· Exhibit a professional manner in dealing with others and work to maintain constructive working relationships.
Job Type: Full-time Pay: $19.
00 - $21.
00 per hour Benefits: * 401(k) * Dental insurance * Flexible schedule * Health insurance * Paid time off * Vision insurance Shift: * Day shift Weekly day range: * Monday to Friday Work setting: * In-person Work Location: In person