Hydrite Chemical
Customer Experience Representative
Hydrite Chemical, Brookfield, Wisconsin, United States, 53005
Customer Experience Representative
We are a company where people matter. We are family driven. We are financially strong. And we are looking for problem-solvers to join our growing team. Benefits include up to 10% retirement contribution, $600 per year wellness incentive, two weeks starting paid time off, and medical, dental, and vision coverage eligible first day of the month following hire date. The primary purpose of this position is to provide best-in-class experience for Hydrite customers as it relates to order fulfillment from initial order through delivery of product. This role directly interfaces with customers and is responsible for addressing customer needs and issue resolution by partnering with cross functional teams, including sales, transportation, procurement, and operations. Primary responsibilities include: Providing a high level of customer support primarily via email and phone to ensure timely and accurate order fulfillment including order entry, inventory availability, lead-time management, and tracking. Administering customer order changes, expedites, tracking and cancellations. Utilizing independent judgement and problem-solving skills to resolve inquiries and/or discrepancies. Managing and monitoring ordering patterns based on seasonality and/or past trends while providing order suggestions to sales. Fielding new customer inquiries while elevating viable prospects. Processing all incoming inquiries promptly and to the highest level of accuracy. Driving process efficiency and customer experience continuous improvement efforts. Proactively monitoring open orders and communicating foreseen delays (late, notification, resolve, backorders, past due). Customer inquiry resolution. Identifying and escalating priority issues to the appropriate channels. Managing assigned accounts and unique customer requirements in accordance with SOPs. Aligning cross-functionally with warehouse(s) and operations to confirm product availability. All other duties as assigned. This position reports to the Customer Experience Supervisor. Preferred experience includes: High school diploma or equivalent required. College degree strongly preferred. Minimum of 4 years of experience in related role required in lieu of college degree. Accuracy and strong attention to detail required. Possess energy, initiative, enthusiasm, cooperation while exercising good judgment and discretion. Teamwork, adaptability, and strong problem-solving skills. Strong computer skills and proficiency in Microsoft Office Suite required. Excellent interpersonal, written, and verbal communication skills. Strong understanding and demonstration of Emotional Intelligence (EI). Must be driven, organized, and self-motivated with the ability to multi-task effectively with uncompromising dedication to quality. Knowledge of ERP/CRM databases preferred, Infor experience a plus. Additional benefits include 401k and profit sharing, medical/dental/vision/life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.
We are a company where people matter. We are family driven. We are financially strong. And we are looking for problem-solvers to join our growing team. Benefits include up to 10% retirement contribution, $600 per year wellness incentive, two weeks starting paid time off, and medical, dental, and vision coverage eligible first day of the month following hire date. The primary purpose of this position is to provide best-in-class experience for Hydrite customers as it relates to order fulfillment from initial order through delivery of product. This role directly interfaces with customers and is responsible for addressing customer needs and issue resolution by partnering with cross functional teams, including sales, transportation, procurement, and operations. Primary responsibilities include: Providing a high level of customer support primarily via email and phone to ensure timely and accurate order fulfillment including order entry, inventory availability, lead-time management, and tracking. Administering customer order changes, expedites, tracking and cancellations. Utilizing independent judgement and problem-solving skills to resolve inquiries and/or discrepancies. Managing and monitoring ordering patterns based on seasonality and/or past trends while providing order suggestions to sales. Fielding new customer inquiries while elevating viable prospects. Processing all incoming inquiries promptly and to the highest level of accuracy. Driving process efficiency and customer experience continuous improvement efforts. Proactively monitoring open orders and communicating foreseen delays (late, notification, resolve, backorders, past due). Customer inquiry resolution. Identifying and escalating priority issues to the appropriate channels. Managing assigned accounts and unique customer requirements in accordance with SOPs. Aligning cross-functionally with warehouse(s) and operations to confirm product availability. All other duties as assigned. This position reports to the Customer Experience Supervisor. Preferred experience includes: High school diploma or equivalent required. College degree strongly preferred. Minimum of 4 years of experience in related role required in lieu of college degree. Accuracy and strong attention to detail required. Possess energy, initiative, enthusiasm, cooperation while exercising good judgment and discretion. Teamwork, adaptability, and strong problem-solving skills. Strong computer skills and proficiency in Microsoft Office Suite required. Excellent interpersonal, written, and verbal communication skills. Strong understanding and demonstration of Emotional Intelligence (EI). Must be driven, organized, and self-motivated with the ability to multi-task effectively with uncompromising dedication to quality. Knowledge of ERP/CRM databases preferred, Infor experience a plus. Additional benefits include 401k and profit sharing, medical/dental/vision/life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.