We are looking to add to our team of Customer Experience (CX) Agents. The ideal candidate will have a mix of customer service and project management skills enabling them to manage all aspects of a customer's engagement with our company. Acting as the customer's primary point of contact for AmpThink, the CX agent facilitates project completion from beginning to end through the coordination of activities including proposal generation, procurement, fulfillment, logistics, field delivery, invoicing, vendor bill entry, and post project documentation. The primary responsibility of each agent is the timely delivery of a quality product to internal and external customers. The role involves direct interaction with company leadership, as well as customers and suppliers of the company.

CX Agents are expected to:

• Ensure jobs are accurately captured and tracked through each phase of engagement using the company's ERP system.
• Ensure required raw materials are on-hand in time to meet committed production schedules.
• Efficiently schedule work through all phases of delivery, design, procurement, fabrication, assembly, and QC.
• Proactively communicate lead times and delivery dates to our customers, reviewing documents such as production schedules, work orders, and staffing to determine personnel or materials requirements to achieve production targets.
• Collaborate with co-workers, vendors, and/or customers to coordinate production or shipping activities, resolve complaints, and/or eliminate delays.
• Coordinate shipping and logistics with external parties and customers.
• Support Internal Sales team by taking an active role in calls and/or meetings, recording meeting notes and tracking sales milestones to completion. Maintain and drive CRM use and follow up within our sales team.
• Support External Clients by participating in calls and/or meetings, tracking project milestones to completion using project planning tools and provide outstanding customer service.
• Track project milestones using project planning tools, maintain current invoice schedule, as well as process daily invoicing for current orders.
• Reconcile inventory at project conclusion, produce job cost reports, support coordination of staging and shipping.
• Proactively build and maintain a strong working knowledge of assigned accounts and strategic OEM and manufacturers products and services.
• Develop in-depth knowledge and use of reseller tools, processes, and partner facing applications to build and validate technical configurations.

• Proactively provide detailed quotes and order management reports to key stakeholders.
• Develop regular, detailed customer centric invoicing.

Requirements

• A detail oriented personality with strong problem-solving skills
• The ability to think critically
• The ability to operate in a fast-paced, collaborative, team oriented environment
• An interest in developing, refining, and implementing quality business processes
• The ability to build and maintain strong relationships inside and outside the organization
• Excellent communication and organization skills
• Capability to multi-task and adjust priorities in response to change
• Experience with Microsoft Office and specifically strong Microsoft Excel skills
• Understanding of WLAN products and key manufacturers a plus (Cisco, Aruba, etc.)

The ideal candidate will:

• Possess prior experience tracking project tasks/milestones
• Possess a Bachelor's degree or equivalent work experience
• Possess a working knowledge of basic accounting functions including purchasing, invoicing, receiving, etc.
• Possess prior experience working as an account manager, project coordinator or inside sales representative
• Possess prior experience working for a construction company or telecommunications resale company

Benefits

AmpThink offers benefits which include 3 weeks of paid leave per year, 8 paid holidays, health insurance (PPO) premium paid in full for employees, and a Simple IRA retirement savings plan which matches dollar for dollar up to 3% of employee's annual salary. Our AmpForce program allows employees to use 3 paid workdays to work for a charity or non-profit of their choosing. Our AmpThink gear program allows employees to select AmpThink logo gear periodically. AmpThink employees also have access to optional, voluntary group benefits such as dental, life, disability, and financial planning.