What are the responsibilities and job description for the Customer Experience Specialist- Private Label position at American Leather Operations LLC?
SUMMARY
Under the direction of the Vice President of Support Services, Customer Experience Specialist – Private Label interfaces with American Leather’s hospitality accounts to ensure orders and shipments are accurate and timely.
The Customer Experience Specialist – Private Label plays a key role in developing and maintaining positive relationships with internal and external customers by providing effective support and service through both verbal and written communication as well as an in-depth understanding of the company’s products. The candidate should have a customer-centric approach to resolving issues and exceeding customer expectations. The Customer Experience Specialist – Private Label should be well-versed in problem solving, time management, communication skills, and the use of multiple systems.
PRIMARY RESPONSIBILITIES
- Provides timely and accurate information to customers, Brand Ambassadors, and other interested parties on a variety of topics including product features, product warranty, order fulfillment, pricing, and credit.
- Processes customer orders/changes according to established department policies and procedures.
- Processes customer returns according to established department policies and procedures
- Works closely with the Credit Department to resolve disputed credit items.
- Provides timely feedback to management regarding service failures or customer concerns.
- Approves and processes service credits up to $1,000 without additional approval from the manager
- Performs other related duties as assigned
- Provides timely and accurate information to incoming status and product knowledge requests
- Process order, warranty, part and service requests
- Work closely with other departments to resolve issues and support growth
- Provides feedback regarding customer concerns
KNOWLEDGE SKILLS & ABILITIES
- Ability to organize and manage multiple priorities including conflicting demands and requests from internal and external customers
- Working knowledge of Microsoft Office including Word and Excel
- Experience in addressing and resolving customer issues with tact and diplomacy
- Ability to communicate clearly with customers primarily via telephone using a strong command of the English language
- Ability to work in a team environment
- Ability to work with database or ERP system
MINIMUM REQUIREMENTS
- High school degree or equivalent
- Three to Five years of customer service experience
Monday - Friday
8:00 a.m. - 5:00 p.m.
Salary : $23 - $26