Customer Experience Representative

JOB DESCRIPTION

Employee: Universal CER

FLSA Status: Non-Exempt/Bonus Eligible

Reports To: Service Center Supervisor 

Department: Customer Service

JOB PURPOSE: 

Customer Experience Representative is the primary responder and daily advocate for all general incoming customer related or sales support related calls to the call center. Records and verifies a variety of standard and /or complex coded or uncoded business and statistical source data into the computer. Execute professionalism to meet the needs of our customers, internally/externally. Providing 100% issue resolution and service support to the Hansgrohe, Inc. customer base, representatives, sales management team and all other stakeholders.  The Customer Experience Representative further ensures that the specific business procedures and policies of Hansgrohe, Inc. are adhered to, while the varied requirements and needs of our customers are met in a professional manner.

Essential Duties and Responsibilities 

• Process orders and request via ecommerce, RGA’s, customers (internal/external) through SAP order entry system, including verification of key data to assure accuracy.  Other projects as assigned.
• Serves as the first responder and final resolution for all incoming customer related, sales representative or sales management related calls. (Request to correct errors that may have occurred during order entry, shipping or invoicing, such as discrepancies with pricing, discounts, incorrect product, quantity and ETC.)  To name a few.
• Assure familiarization of product line, prices, delivery time and various marketing promotional services and similar data as required.
• Responsible for answering all customer, sales representative, or sales management email requests within 24 hours. 
• Cross trained on all aspects of the order entry, sales support entry, troubleshooting, issue resolution, product knowledge/technical knowledge and product support process for incoming phone calls.
• Enters customer orders, filing all documentation related to customer’s orders.
• Reviews sales orders for entry errors before they are released to the warehouse for shipping.
• Coordinate any reports or special projects needed in reference to the position or customer service when necessary.
• Assure that customer needs and concerns are communicated to the appropriate person(s) or department(s) in a timely manner.
• Documents the corresponding order and files in the appropriate customer file.
• Acts as a liaison between Hansgrohe, Inc and its customers, independent sales representatives, regional managers, internal employees/departments, and all other stakeholders whose job functions affect the customer.
• Maintains familiarization of the product line, prices, delivery time and various marketing promotional services and similar data as required.  Offers alternative product selections when a product is out of stock or has been phased out.  Offers information to the customer regarding current sales or marketing programs that may be beneficial to the customer or the customer’s order of inquiry.
• Proficient user of SAP, and other required operating systems.  Attends Hansgrohe trainings associated with these systems or any other function necessary to ongoing job growth and performance.
• Ensures that customer needs and concerns (beyond the Customer Experience Representative position) are communicated to the appropriate person(s) or department(s) in a timely manner.
• Ability to take on tasks assigned by Manager or Supervisor.
• “Good Attendance” as per the Hansgrohe Attendance Policy

Language Skills 

• Must have solid command of the English language both verbal and written. 
• Must be able to read, write and comprehend written and verbal instructions, correspondence, and memos. 

Knowledge and Skills 

• Ability to work in a fast paced environment.
• Basic computer and data entry skills.
• Professional behavior and the ability to interact effectively with others.

EDUCATION AND WORK EXPERIENCE: 

Requires a high school diploma or its equivalent with 1-3 years of experience in the field

CORE COMPETENCIES:  Respecting Diversity, Continuous Improvement, Safety, Customer Focus, and Integrity

DATA ENTRY CLERK COMPETENCIES: Decisive Judgment, Adapting to Change, Business Acumen, Planning & Organizing, Delivering Results, Resilience, Teamwork & Collaboration, Written Communication