Customer Experience Representative II
Electron Energy Corporation, Landisville, Pennsylvania, United States, 17538
Customer Experience Representative II
Reporting to the Customer Experience Manager, this mid-level position provides superior, pro-active communication and support to both internal and external customers, starting with initial customer inquiry all the way to post-order support via outbound/inbound phone calls, virtual conferences, email and face-to-face customer visits. Is required to assist with order entry, open order status updates, general account inquiries, production/job tracking, shared-service tasks, CRM and ERP documentation, client concerns and any other/all inquiries related to the customer experience. Career progression and growth available, including potential leadership roles. Major Responsibilities
reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Anticipate internal and external customer needs and cultivate a strong, professional relationship working with Outside Sales, Buyers, Engineering, Scheduling/Production and Shipping. Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle. Provides administrative support on quoting, existing and new sales orders, updated order information, processing expedites and accurately answering customer inquiries within one business day. Gain insight via direct customer feedback channels, such as e-mail, voice of customer, surveys, sight visits and customer scorecards, and translate customer needs to internal stakeholders; preserve and grow key customer relationships Lead Customer Experience, Sales and Marketing meetings and participate in various training activities. Perform other duties as required. Level 2: Level 1 + Applies some advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish individual performance goals. Duties and tasks are frequently non-routine. Resolves most questions and problems and escalates only the most complex issues to higher levels. Works under minimal supervision. Assists in orienting and training less-tenured employees. Actively participates in cross-functional trainings and best practices meetings while having a strong working relationship with Sales and Leadership. All forms of communication are excellent: email, phone, video-chats, presentations and meetings. Demonstrates the ability to run reports on open orders, quotes, part numbers, job progress and other essential reports from ERP system. Demonstrates capability and consistent use of 80% of ERP and CRM functions, tasks and reports related to sales and customer service functions. Consistently meets established metrics including calls, order entry accuracy and others, while having a continuous improvement mindset. Education and Experience: Associates or Bachelor's degree preferred or equivalent combination of education and experience. Knowledge/Skills/Abilities: Minimum of 1-3 years of account management, customer experience, inside sales and/or related field Experience in providing customer solutions for highly regulated markets with long selling cycles is preferred Knowledge of Voice of Customer (VOC), Net Promoter Score (NPS) and Customer Journey is a plus Excellent verbal and email communication skills
90% of customer interaction will be via phone, virtual conferences and email. Superior listening skills: practices attentive and active listening. Consistent problem solving and conflict resolution skills and sees escalation as an opportunity. Can find common ground, read situations quickly and deescalate. Excellent time management skills: concentrating effort on priorities and overall planning, awareness and response to what is due now, short and long term. Ability to initiate and complete multiple concurrent projects while establishing standard daily work. Strong computing and data-entry skills: MS Office Suite, with emphasis on Excel, Teams and Outlook, CRM software (e.g. Salesforce), ERP Data Analysis (e.g. Epicor) and Document Storage/Retrieval systems. Performance Measurements: Action Oriented : Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Decision Quality : Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgement; most of his/her solutions/suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. Functional / Technical Skills : Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Learning on the Fly : Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Perseverance : Pursues everything with energy. Drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks. Planning : Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results. Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Time Management : Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Written Communications : Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. Resilience : Ability to deal with setbacks in a positive way learning from each and improving outcomes over each challenge Work Environment and Physical Demands: Works in an office environment and potentially remote as available 80% sitting; 10% stooping and bending; and 10% walking. Lift and transport an average weight of 5 lbs., maximum 10 lbs. Manual dexterity of both hands Near Visual Acuity (either corrected or uncorrected) Ability to hear and understand others, articulate verbal direction and instruction, give feedback to others Minimal travel to customer sites and trade shows Fluent in English, second language a plus Supervision Provided: None How This Position Contributes to the Effectiveness of the Quality Management System: The Customer Experience Representative II is the primary contact for customer interaction, professional relationship building, order processing and the key liaison between Sales, Quality, Scheduling, Production and Engineering. They are responsible for following the entire life cycle of an order and addressing and resolving customer feedback. The benefits of improved performance include timely and favorable resolution of customer feedback to increase customer satisfaction, retention and growth. Non-conformance to the quality systems may result in inaccurate order processing and compromise of customer relationships.
Reporting to the Customer Experience Manager, this mid-level position provides superior, pro-active communication and support to both internal and external customers, starting with initial customer inquiry all the way to post-order support via outbound/inbound phone calls, virtual conferences, email and face-to-face customer visits. Is required to assist with order entry, open order status updates, general account inquiries, production/job tracking, shared-service tasks, CRM and ERP documentation, client concerns and any other/all inquiries related to the customer experience. Career progression and growth available, including potential leadership roles. Major Responsibilities
reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Anticipate internal and external customer needs and cultivate a strong, professional relationship working with Outside Sales, Buyers, Engineering, Scheduling/Production and Shipping. Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle. Provides administrative support on quoting, existing and new sales orders, updated order information, processing expedites and accurately answering customer inquiries within one business day. Gain insight via direct customer feedback channels, such as e-mail, voice of customer, surveys, sight visits and customer scorecards, and translate customer needs to internal stakeholders; preserve and grow key customer relationships Lead Customer Experience, Sales and Marketing meetings and participate in various training activities. Perform other duties as required. Level 2: Level 1 + Applies some advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish individual performance goals. Duties and tasks are frequently non-routine. Resolves most questions and problems and escalates only the most complex issues to higher levels. Works under minimal supervision. Assists in orienting and training less-tenured employees. Actively participates in cross-functional trainings and best practices meetings while having a strong working relationship with Sales and Leadership. All forms of communication are excellent: email, phone, video-chats, presentations and meetings. Demonstrates the ability to run reports on open orders, quotes, part numbers, job progress and other essential reports from ERP system. Demonstrates capability and consistent use of 80% of ERP and CRM functions, tasks and reports related to sales and customer service functions. Consistently meets established metrics including calls, order entry accuracy and others, while having a continuous improvement mindset. Education and Experience: Associates or Bachelor's degree preferred or equivalent combination of education and experience. Knowledge/Skills/Abilities: Minimum of 1-3 years of account management, customer experience, inside sales and/or related field Experience in providing customer solutions for highly regulated markets with long selling cycles is preferred Knowledge of Voice of Customer (VOC), Net Promoter Score (NPS) and Customer Journey is a plus Excellent verbal and email communication skills
90% of customer interaction will be via phone, virtual conferences and email. Superior listening skills: practices attentive and active listening. Consistent problem solving and conflict resolution skills and sees escalation as an opportunity. Can find common ground, read situations quickly and deescalate. Excellent time management skills: concentrating effort on priorities and overall planning, awareness and response to what is due now, short and long term. Ability to initiate and complete multiple concurrent projects while establishing standard daily work. Strong computing and data-entry skills: MS Office Suite, with emphasis on Excel, Teams and Outlook, CRM software (e.g. Salesforce), ERP Data Analysis (e.g. Epicor) and Document Storage/Retrieval systems. Performance Measurements: Action Oriented : Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Decision Quality : Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgement; most of his/her solutions/suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. Functional / Technical Skills : Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Learning on the Fly : Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Perseverance : Pursues everything with energy. Drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks. Planning : Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results. Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Time Management : Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Written Communications : Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. Resilience : Ability to deal with setbacks in a positive way learning from each and improving outcomes over each challenge Work Environment and Physical Demands: Works in an office environment and potentially remote as available 80% sitting; 10% stooping and bending; and 10% walking. Lift and transport an average weight of 5 lbs., maximum 10 lbs. Manual dexterity of both hands Near Visual Acuity (either corrected or uncorrected) Ability to hear and understand others, articulate verbal direction and instruction, give feedback to others Minimal travel to customer sites and trade shows Fluent in English, second language a plus Supervision Provided: None How This Position Contributes to the Effectiveness of the Quality Management System: The Customer Experience Representative II is the primary contact for customer interaction, professional relationship building, order processing and the key liaison between Sales, Quality, Scheduling, Production and Engineering. They are responsible for following the entire life cycle of an order and addressing and resolving customer feedback. The benefits of improved performance include timely and favorable resolution of customer feedback to increase customer satisfaction, retention and growth. Non-conformance to the quality systems may result in inaccurate order processing and compromise of customer relationships.