Customer Experience Assistant

Purpose Statement: Supports the facilitation of the site's Customer Experience and interacts with and greets customers during site visits. Provides administrative support to the business unit along with delivering timely, superior, and high quality customer service to our customers and the site.

Key Job Accountabilities:

• Greet customers, vendors, and employees. Foster positive working relationships between all internal customers. Provide customer support to the site and perform administrative duties that support strategic initiatives and policies.
• Facilitate customer visits to include coordination of conference rooms, meals, travel, accommodations, agenda, and messages to align with the desired outcome of each visit and support execution of a superior Customer Experience.
• Coordinate Customer Experience survey and compile results to ensure site is meeting and exceeding customer satisfaction. Always look to identify and drive improvement processes within the Customer Experience.
• Create and ensure a positive Customer Experience through execution of the Customer Experience Manual and partnership with the Customer Experience Leader/Site Administrative Assistant and/or Site Management.
• Become knowledge expert in all areas related to Customer Experience including brand compliance and consistency throughout the site and tour planning/execution for all customer visits. 

Additional Accountabilities:

• Fosters effective relationships with internal support partners (Site management, IT, Facilities, etc.) and external support partners (food and beverage providers, building vendors, area hotels, etc.) in such a manner that facilitates exceptional service delivery that exceeds customer expectations.
• Collaborate across the organization to identify and implement organizational best practices related to the customer experience initiative.
• Prepare various reports as requested. Coordinate customer service surveys to ensure site is meeting and exceeding customer satisfaction. Review results with site Senior Staff in the case any results need to be addressed.
• Communicate with site Senior Staff to ensure customer information is updated in visitation calendar. May create and distribute customer visit agenda as well as weekly visit reports.
• Work independently, set work priorities, plan workload and make routine decisions. Seek guidance on matters of an exceptional nature.
• Distribute weekly visit calendar to site leadership team.
• Effectively answer phone and direct incoming calls to appropriate personnel. Data entry and spreadsheet maintenance.
• Maintain 5S office environment of site entrance area. Ensure area has professional appearance.
• Additional duties as assigned.

Education/Experience Qualifications:

• A minimum of an Associate’s Degree is required; an Associate’s Degree is preferred.
• Less than One (1) year of related experience is required; One (1) or more years of related experience is preferred.

An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.

Other Qualifications:

• Strong verbal and written skills, including proofreading
• Outstanding customer service skills
• Ability to multi-task and prioritize
• Excellent organizational skills
• Experience with travel arranging and expense reporting
• Ability to maintain confidentiality
• Knowledge of office equipment printers/fax/scanners
• Proficient in Microsoft Office Suite
• Ability to use JDE
• General office equipment and materials

Work Environment:

• The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.

Plexus is a global organization, whose headquarters are located in the United States and whose services are offered through its international affiliates. In order to meet the needs of its Customers, many of which are also international organizations, Plexus operates under a matrix organizational structure whereby employees are expected to interact with colleagues, managers and senior leadership in any of our international locations. Therefore, although the position described herein is offered by Plexus Services RO SRL, the services of the employee are rendered in a global or group-wide context.

For additional information on Plexus’ international locations, please visit https://www.plexus.com/en-us/about/locations.