Customer Experience Specialist

Job Title:

Customer Experience Specialist

Location:

1925 Alum Creek Dr. Columbus, OH 43207

Reports To:

Director of Operations

Job Type:

Full-Time

Schedule:

Monday - Friday, 8:00am -4:30pm

Compensation:

$20.48

Role Summary:

The Customer Experience Associate is responsible for achieving and exceeding defined operational objectives while delivering a consistent WOW! experience to customers and visitors. This individual serves as a key point of contact for clients and vendors and they are expected to represent Crimson Cup with empathy, professionalism, integrity, and enthusiasm.

Qualifications:
Proficient in Microsoft Word/Excel
2-3 years plus years Customer Service Experience
Specialty Coffee & Tea enthusiast
Exceptional interpersonal and professional communication skills
Strong commitment to overall Customer Experience through building relationships and timely follow through
Experience managing multiple cases at a time
Inherent sense of urgency and curiosity
Strong attention to detail
Responsibilities:

Support & Communication

Field incoming phone calls and/or emails and direct to appropriate Crimson Cup contact.
Respond promptly to customer inquiries via phone and/or e-mail.
Investigate and resolve customer related issues; properly documenting in cases within NetSuite.
Handle feedback, complaints, or returns efficiently while maintaining a positive brand image.
Provide support for applicable website-based channels to include navigation, user settings, and access.
Assist customers with other account adjustments as needed.
Order Management & Fulfillment Coordination

Work with the current logistics provider to investigate and resolve concerns associated with the delivery of customer shipments.
Notify customers of concerns, delays or updates to their orders proactively.
Work closely with the warehouse or roasting team to manage special requests or packaging requirements.
Assist applicable customers with the entering of sales orders into NetSuite.
Manage Customer pick-ups.
Manage the creation and fulfillment of sales orders for marketing materials for the Featured Drink Promotion.
Data Management & Reporting

Maintain accurate customer profiles and purchase histories to personalize interactions.
Provide feedback to the marketing, sales, or production teams based on customer insights.
Use "CASES" to determine patterns of product concerns that may need attention.
Manage and complete any reporting requests as directed by CE Supervisor or Operations Leadership.
Behind the Scenes Support

When feasible, qualified and needed; provide support in the warehouse or other operational areas (i.e. delivery support).
Provide support for Sales staff entering sample requests and event needs to be fulfilled.
Create and customize sales orders for the opening inventories of our 7-Steps Coffeehouses.