Primary Purpose of Position:

The Consumer Experience Specialist is responsible to ensure consumer product questions and inquiries as well as consumer reviews are responded to correctly and appropriately in a timely fashion. Additionally, this role includes resolving escalated consumer complaints.

Organizational Relationship:

This position reports to the Consumer Service Manager. This position works closely with Spare Parts Planning Manager, the Warehouse Fulfillment Center and Consumer Service Team.

Essential Functions and Responsibilities:

1. Product Expertise is critical in this role:

2. Monitors consumer reviews and intervenes to resolve negative reviews

3. Answers consumer product questions and other consumer information inquiries

4. De-escalates or creatively resolves difficult consumer complaints

5. Consumer Warranty Refunds

6. Spare Part Sales

7. Utilizes Sales Force CRM when necessary

8. Responsible to work with Consumer Service Team to achieve high consumer satisfaction score

9. Creates reports about consumer reviews and escalations to further internal understanding of points of failure

10. Engages in continuous improvement efforts

11. Performs such individual assignments as management may direct.

12. Establishes and maintains effective work relationships within the company.

Knowledge, Skills, and Abilities

• Critical thinking & problem solving are a must for this position
• Excellent written and verbal communication skills
• Detail oriented with an emphasis placed on accuracy
• Ability to adapt to change, develop and train and/or learn new processes
• Ability to utilize a PC, including skills in Microsoft Word, Excel, & Outlook, and Internet Explorer

Education and Experience

• 5 years in consumer service roles or high demonstrated KPI at Keter
• SAP preferred

Physical Requirements

• This position requires the ability to sit for long periods of time, as well as moderate mobility on a daily basis. Additionally, this position requires the ability to move within/between departments and facilities.
• This position requires the ability to review items closely.
• This position requires pushing, pulling, lifting, moving and/or carrying up to 25 pounds.
• This position requires hand and finger dexterity.

Working Conditions

• The work environment is a fast-paced, deadline-oriented office and production environment.
• Frequent use of a computer and other office equipment is required.
• This position requires working independently with minimal supervision.
• This position requires working and interacting with other team members.
• This position involves frequent face-to-face interaction with employees, both in person and over the telephone.
• This position requires the use of various office equipment