Customer Exp Pro

• Position Summary:

  Customer Experience Professionals handle customers questions and concerns using discretion and independent judgment regarding projects or other related issues. Additionally, they maintain customer electronic and physical files.

  
  

  Essential Position Requirements (include but are not limited to):

• SAFETY FIRST – Every employee of Cellofoam North America Inc. must demonstrate a strong commitment to following all safety standards, procedures, and practices to ensure a safe working environment for themselves and others.
• Address and respond to any customer questions or concerns regarding project status or other related issues. Maintain customer files both physically and electronically.
• Answers telephones promptly and courteously and receive and process authorized orders/changes/returns directly from the customer according to established company policies and procedures.
• Provide standard information regarding service options, charges, billing, and contract parameters.
• Work closely with production staff and external vendors to communicate customer information concerning guidelines and production schedules.
• Work with Sales team to process new part number and quote requests, complete forecasts and identify prospects, submitting quote letters to customers and communicating customer issues.
• Using discretion and judgment, receive and respond professionally and courteously to all customer inquiries regarding service level changes, order status, customer disputes, billing questions, cancelations, product knowledge requests, and prospect requests.
• Enter and prepare all paperwork for shipping department and Plant/Site Manager and general daily invoices for customers.
• Coordinate with production to ensure scheduling is maximized and all deliveries are on time.
• Manage and maintain assigned customer inventories including reviewing stocks and placing orders and shipments.
• Perform regular touch calls to customers to obtain information, develop customer trust, and generate possible new orders.
• Maintaining customer profiles, assigned files and computer records including pricing information, phone lists, purchase order requisitions and receipts, quote log for Technical Centers.
• Ensure customer concerns are understood and clearly explain resolution to the customer.
• Works closely and effectively with the credit department to resolve disputed credit items and investigate short-paid invoices.
• Maintain a positive work atmosphere with a culture of respect for others.
• Maintain a working knowledge and is in full compliance with corporate standards for business conduct and Federal anti-trust laws.
• Adhere to Cellofoam North America Inc company focus areas – Safety, Financial, Customer and People.
• Perform other incidental and related duties as requires and assigned.
• Work in conjunction with other departments to resolve issues.
• Maintain a positive work atmosphere with a culture of respect for others.
• Uses appropriate judgment in upward communication regarding plant or employee concerns.
• Maintain a working knowledge and is in full compliance with corporate standards for business conduct and Federal anti-trust laws.
• Adhere to Cellofoam North America Inc. company focus areas: Safety, Financial, Customer, and People.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education Requirements

• Associates Degree in business or 2 years of experience in a business-to-business manufacturing environment.

Knowledge and Skill Requirements

CORE COMPETENCIES

• Initiative: Identifies problems and acts in light of this identification to address current or future problems. Proactively does things and does not simply think about future actions.
• Work Habits: Efficiently organizes and executes assignments. Demonstrates self-discipline and reliability.
• Flexibility / Adaptability:  Adapts and works effectively in a variety of situations and with various individuals or groups. Seeks and appreciates opposing perspectives on issues. Adapts approach as the requirements of the situation change. Changes or easily accepts change in organization or job requirements.
• Works Safely: Strives for an accident-free workplace. Keeps safety at the “heart” of everything done. Treats safety as a personal responsibility and sees oneself as being responsible for the safety of others.
• Teamwork: Contributes meaningfully to work group efforts by offering new ideas for improvement. Demonstrates a cooperative manner in dealing with supervisors and other team members. Does his/her part toward group efforts.
• Mutual Respect and Support: Works cooperatively with others. Welcomes and takes advantage of opposing ideas and opinions. Is always respectful to others.
• Ethics, Values, and Integrity:  Possesses Core Values & Beliefs, is trusted and is perceived as truthful and honest.

KNOWLEDGE

• Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Computers and Electronics: Knowledge of computer hardware and software, including applications.