CUSTOMER EXPERIENCE SPECIALIST

Job Details

Description

SUMMARY

This position requires an individual who can work as part of a team with the National Account Customer Experience Manager and Sales Team to proactively support a positive and high-level quality of service to Aurora’s National Account & Fleet Customer base. This position is about defining clear and common goals that will promote our partnership and improve customer experience, satisfaction, retention, loyalty, and advocacy while improving processes. The ongoing planning and use of CRM capabilities used to communicate, collaborate, and manage the assigned account(s). This candidate must have positive & professional communication skills, listen actively, is empathetic and confidently respond to, identify, or escalate Premier customer’s needs. This position requires experience in a customer-facing role in a B2B company, an understanding of the business flow regarding system processes, order/shipping guidelines, claims, expediting, supplier guidelines, Case, task, event, and contact Management/CRM, product knowledge, and the ability to upsell products from the inside to our National/Fleet Premier Customer Base.

Duties And Responsibilities

• Multi-manage and track all communication efforts with assigned National Account Premier customers that will include phone calls, emails, chats, or the preferred communication line determined by the Premier customer.
• Manage all ordering activity of the National Account customer base and proactively communicate the status of all order activity from the time the order is placed until the customer confirms receipt. This includes all shipping requirements, shipment delays, tracking information, shipping charges, and confirmation of order received.
• Daily review of all backorders to proactively communicate when parts are expected to be received at the preferred PDC. This includes communication of all milestone interruptions such as changed ETA’s, supplier component/production issues, and shipping & receiving delays.
• Ability to understand and issue purchase orders and manage parts supply timelines to customers.
• Ongoing review with the CSM and/or National Account Sales Team of areas of concern, opportunities, successes, escalated inquiries, and review Service Level Agreements with assigned customers. Management of customer special handling - including part number searches, substitutes, and alternates, part quoting, pricing, availability, claims, and supplier guidelines.
• Research best practices or solutions to save the customers time and money that can include providing alternate/substitute parts, part & freight quoting (TMS), and alternate shipping methods.
• Allocated order review and the ability to upsell products to the National Account customer base.
• Case Management tracking, case review, and follow-up.
• Ability to collect and process operation experience metrics to customer and appropriate leadership as requested.
• Maintain Fleetperform program with ongoing reviews and reporting.
• Assist with accounts receivable invoice discrepancies and claim processing.
• Knowledge of CRM and Sales opportunity management (identify and open opportunities when no CSM is available).
• Ability within guidelines to provide special pricing.
• Ability to process claims and RGA’s based on procedures and guidelines.
• Assist in Warranty claims and management.
• Other duties as assigned and rendered necessary for the National Account customer base.
  
  

Knowledge And Skill Requirements

• Associate degree or higher, plus at least 2 years relative experience or a minimum of four years related proven successful experience.
• Experience in customer facing B2B role.
• Product knowledge
• Ability to sell products via the phone.
• Excellent written and verbal communication skills.
• Excellent phone skills
• PC, Microsoft Office Suite, and basic computer knowledge.
• Strong ethic and attention to detail and task completion skills