What are the responsibilities and job description for the Customer Experience Specialist, B2B position at Audio-Technica U.S., Inc.?
General Function:
The Customer Experience team works with our customers to ensure timely and accurate order entry and processing. Maintains solid customer relationships by handling their questions and concerns with speed and professionalism, thus, enhancing the overall effectiveness of Audio-Technica.
Essential Duties and Responsibilities:
- Responsible for order entry for four sales divisions – Ecommerce, Brick and Mortar, System Solutions and Broadcast.
- Receive orders via email, phone or EDI. Verify order accuracy and enter the order in a timely and accurate manner.
- Provide inventory status and order updates to our Reps, Dealers and End Users.
- Handles telephone calls with courtesy, including order status, price verification and product availability inquiries for Reps, Dealers and End Users.
- Effectively communicate with other internal departments.
- Actively update and maintain customer portals and websites.
- Responsible for EDI management.
- Actively utilize HubSpot CRM to manage all tickets and email communications.
- Process phone and e-mail requests for return authorizations and provide call tags if necessary.
- Provide invoices to Reps, Dealers and End Users as needed.
- Responsible for credit memo submission and processing.
- Process inquires related to stock availability, tracking orders, status of orders, dealer location, and general audio application needs.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Maintains data of customer interactions, transactions, comments, and complaints.
- Additional responsibilities as assigned.
Skills and Knowledge:
- Strong intellectual acumen to make informed and sound decisions.
- Proficient in Microsoft Suite.
- Excellent oral and written communication skills.
- Professional phone etiquette
- Strong analytical and time management skills.
- Ability to work independently, effectively prioritize and multitask.
- Ability to work in a results-oriented work environment.
- Experience in administration and high-volume office work.
- The ability to multitask and quickly switch your focus.
- An understanding of sales principles and customer service practices.
Education and Experience:
- A High School Diploma or equivalent.
- SAP and EDI experience.
- Microsoft Dynamics F&O ERP experience a plus.
- Experience with customer portals such as (BestBuy, Walmart, etc.).
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in Stow, OH 44224