Customer Experience Specialist

Joining King's Hawaiian makes you part of our `ohana (family). We are a family-owned business for over seventy years, respecting our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you're excited to rise with our team, come and join our `ohana!
Working under general supervision, the Customer Experience Specialist will lead the customer experience strategy across a range of touch points, channels, products, and solutions. They will answer questions regarding accounts, products, and services, and propose changes to improve the customer experience. In addition, they will compile customer feedback and service issues for reporting to management. Employees in this position may interact with a supervisor when needed, to receive guidance and feedback. Some non-routine activities may require a supervisor's advance approval, but routine decisions within the general scope of the role may be made independently.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Manages the order process to ensure accurate, timely, and effective order fulfillment.
• Coordinates freight claims and third-party logistics to ensure correct allocation process.
• Makes decisions and oversees process on the retrieval and sale of incorrectly shipped/delivered product to maximize revenue and minimize loss.
• Ensures accurate and timely transaction completion and makes suggestions for problem solving.
• Provides sales team support and strategic planning for assigned accounts.
• Ensures customer EDI requirements are addressed internally in Master Data and externally with customers.
• Manages relationships with customer logistics; facilitates relationships between customer buyers and the IFG Sales Team.
• Responsible for reporting on team objectives including fill-rate, survey targets, on-time ships, order touches. Suggests improvements in the order process.
• Reviews and drives improvement in shipment and transportation efficiency and cost control.
• Collaborates with internal technology teams to ensure process integrity and efficient order processing (SAP/EDI).
• Maintains working knowledge of total customer base for coverage and assistance.
• Provides customer service support, troubleshoots customer issues, utilized product line expertise to drive recommendations, and escalates issues as necessary.
• Tracks repeated customer service issues and notifies various teams who can resolve these issues and improve the quality of the products, services, and the customer experience.
• Surveys customers to ensure their issues have been resolved in a satisfactory manner.
• Determines best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies.
• Responsible for suggesting and implementing methods to improve area operations, efficiency, and service to both internal and external customers.
• May develop and deploy training programs.
• Performs other related duties as assigned.

BASIC QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• Required - Bachelor's degree from an accredited 4-year college or equivalent relevant experience.
• Required - High competency with MS Word, Excel, PowerPoint, and CRM Applications.
• Required - The ability to both activate and amplify our Aloha Values, namely Excellence, Dignity, and Telling it like it is in a way that can be heard, as well as the Aloha Behaviors of Critical Thinking, Collaboration, and Curiosity.
• Preferred - At least 5 years of progressive experience in Customer Service, Sales, and/or Marketing.
• Preferred - At least 2 years of experience with ERP software.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds.

ADDITIONAL QUALIFICATIONS (JOB SKILLS, ABILITIES, KNOWLEDGE)

• Expert communication skills, including active listening. Strong customer service orientation with a demonstrated ability to problem solve.
• Expert ability to exercise independent judgement and discretion to ensure that position, department, and company objectives are met. Natural desire to look for creative solutions to maintain customer satisfaction.
• Proficient computer skills with the ability to learn new software.
• Proficient ability to work well both independently and in a team environment.
• Proficient knowledge of or ability to learn products, services, and/or areas of customer service specialization.
• Proficient in time management and ability to consistently meet deadlines.
• High degree of Emotional Intelligence.

King's Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our ohana.