Our employees are invested in the future of Compass Minerals, and together, we strive to be the best essential minerals company by delivering where and when it matters.

At Compass Minerals, we have the ability to do something essential. Through the responsible transformation of the earth's natural resources, we help keep people safe, feed the world and enrich lives. We embrace this responsibility with a passion for quality, consistency and reliability. What we do each and every day makes a real difference.

Job Description Customer Experience Specialist - Tier II - ( 2200000O ) **Description**

**We invite you to Explore the Potential of being part of something Clearly Essential!**

At Compass Minerals, we harvest, mine and produce essential minerals that deal with natures challenges, including but not limited to highway deicing salt for the winter months, water softening salt and plant nutrition that improves the quality and yield of crops. We transform Earths resources that ultimately help keep people safe, feed the world and enrich lives, every day.

With our company headquarters in Overland Park, KS, Compass Minerals operates 15 production and packaging facilities with more than 2,000 employees throughout the U.S., Canada, Brazil and the U.K. Were committed to creating an inclusive workplace where everyones voice matters. We believe in work that creates value for all stakeholders, encourages collaboration at all levels and focuses on a high-performance environment where employees are challenged to be their best.

This position requires an individual w/ a world class customer centric mentality in serving both external and internal partners. Team members are responsible for partnering w/ customers to provide and process information in response to inquiries, concerns, and requests about orders, and delivery information w/ an expectation of going above whenever possible to delight our customers. Clear, proactive communication w/ cross functional teams such as sales, logistics, planning/forecasting and shipping, is critical to ensure correct account set up, product availability, and shipping availability.

**Essential Job Functions:** Include but are not limited to the following:

*(Management reserves the right to add or modify the duties and responsibilities at any time.)*

* Meets or exceeds all criteria of a CXS 1.

* Embodies culture/behaviors. In depth knowledge to support all accounts within primary segment and/or basic knowledge to support at least one other segment.

* Handles complex processes and time sensitive escalations.

* Serves top tier and/or more complex accounts (eg. equipment / EDI).

* Fluent in providing world class service across all accounts within assigned segment.

* Provide primary support for escalated inquiries from internal and external customers.

* Role model for CXS I e.g.: side car trainer exhibiting world class quality customer experience standards. Mentor team by sharing skills, knowledge and expertise to improve performance, knowledge and abilities. Train team on new and existing processes and procedures.

* Primary contact to provide solutions for escalated/complex customer needs/complaints.

* Required to exceed the expectations for department metrics, program Service Level Agreements and department Service Level Standards.

* Illustrate initiative; proactively contacts customers to identify and address root cause of breakdowns and errors.

* Ability to act as a shift point of contact providing direction to the team while ensuring coverage is met.

* Serve as a leader for Compass Minerals policies/procedures.

* Maintains existing process and procedure documentation to ensure documents are always current. Assists in creating documentation for new processes and procedures.

* Demonstrates high levels of professionalism by maintaining accountability, promoting respect, staying work-focused, being punctual, demonstrating a positive attitude, minimizing conflict and encouraging others.

* Helps create a culture of excellence by exceeding expectations for metrics and SLAS; providing ongoing learning sessions and collaborating with team and leadership.

* Requests assistance from internal departments to address challenges impacting customers, including after hours and on-call issues and incidents management.

* Leads change and influences team members to positively adapt to change.

* Proactively identify process enhancements that will improve department results and efficiencies.

* Conduct testing and QA of the system including escalating system defects ensuring resolution.

* Assists leadership team in completing tasks for new program implementations.

**Qualifications**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**Education and/or Experience:**

* Preferred Associates Degree; Bachelors degree from a four-year college or university

* 3-5 years of related customer service experience, data/entry, administrative experience or equivalent combination of education and experience.

* Spanish speaker highly preferred.

* To perform this job successfully, the individual should be PC proficient and have an intermediate skill level in MS Office Word, Excel and Outlook. J.D. Edwards (E1) and EDI experience is a plus.

**Physical Requirements:** 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 sit and use hands to finger, handle, or feel. The employee is occasionally required to stand and walk.

Compass Minerals is an equal opportunity and affirmative action employer. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Compass Minerals is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodations, contact careers@compassminerals.com or 913-344-9200

**Primary Location**

: US-KS-Overland Park