Customer Experience and Support Specialist APPLY NOW

TheCustomer Experience and Support Specialist (CESS) assists with the front-line support within our organization. As a consumer sales focused company, the CESS provides phone-based support to customers for order taking, answer account and billing questions and in some cases, make new sales. In certain cases, the CESS may work closely with account management or a sales representative.

The successful candidate will be required to develop a comprehensive understanding of our products and customer service policies. The CESS will collaborate across teams to create and maintain a management system for tracking quality issues that affect the consumer experience. In addition, they will investigate and communicate with customers and consumers to resolve concerns.

The ideal candidate is a competitive self-starter that thrives in a fast-paced environment. You must be comfortable making phone calls, working with partners, generating interest, qualifying prospects, and closing sales.

Duties and Responsibilities

• Provide remote administrative support to the outside sales team
• Activities include managing customer information, inquiries (telephone & email), lead management and routing, basic proposal preparation, order entry, and subsequent order tracking
• Engage in all aspects of an order’s life cycle, including but not limited to, lead development, quotation, order entry, customer acknowledgements and post-sale activities (purchase orders, change orders, cancellations, and freight issues). Most of these activities are in collaboration or support of the outside sales team
• Resolve customer issues
• Answer telephone, assist callers and relay messages as necessary
• Provide support and information to other departments
• Oversee daily OS&D management: document, communicate and resolve concerns

Implement continuous improvement practices to improve the consumer experience from order entry and shipping perspective

Other Requirements

• High school diploma or general education degree (GED) required, 2+ years of college preferred
• 1 year of customer service experience preferably CPG sales
• Experience working with inbound and outbound calls, customer retention, and inside sales preferred
• Excellent interpersonal and communication skills including but not limited to telephone calls, email and other business correspondence and presentations
• Must be able to multi-task with high attention to detail
• Must be able to demonstrate critical thinking abilities
• Strong time management skills
• Ability to think independently while successfully functioning in a team environment
• Proficient in Microsoft Office software (Outlook, Excel, Word, PowerPoint)
• Ability to work in a fast-paced environment