Customer Experience Rep

General Summary A Customer Experience Representative will spend approximately 75 of the day receiving inbound customer calls taking customer product orders via multiple contact methods including phone email and fax Customer Experience Representative will also handle any issues and solve problems as necessary and communicate with the operations team outside sales team to ensure accurate and timely delivery of orders Primary Responsibilities and Duties Act as a liaison between customer outside sales force and other possible third partiesEnsure that customer questions and problems are resolved properly and quicklyAnalyze and resolve customer issues and concernsStrive to provide all customers with an outstanding customer experienceAccess needs and suggestpromote alternative products or servicesMeet or exceed established performance metrics to include but not limited to reporting to work as scheduled call quality agent productivity and salesSupport outside sales with any issues or inquiries that require inside supportPerform current duties and responsibilities of Order Entry Rep which include but are not limited to order entry being active in the call queue and general issue resolutionAdditional duties or projects as assigned by managerWilling to work nights and weekends as the schedule and business needs dictatePosition Requirements High school graduate required College courses preferredMinimum of three years of customer service experiencePrior knowledge of call center operations requiredProven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are metAbility to prioritize troubleshoot and coordinate multiple tasks while meeting deadlines in a fast paced changing environmentCommitment to meeting the expectations and requirements of internal and external customers with a good sense of urgencyExcellent verbal and written communication skills and good telephone techniquesMust be team oriented highly organized detailed oriented and have successfully demonstrated the ability to manage multiple prioritiesDemonstrated ability to look for ways to improve and promote qualityProven data entry skills attention to detail and accuracyAbility to think critically and bring fresh perspective and ideas to the teamPosition Competencies Ability to work in a fast paced environment performing multiple dutiestasks within defined deadlinesAbility to work independently as well as with a teamDemonstrate a professional and positive attitude during all internal and external customer interactionsEffectively represents the company and responsive to the needs of internal and external customersProven ability to prioritize and complete position responsibilities within the timeframe allottedSelf driven and motivated individual with excellent planning and organizational skillsProven precision and attention to detail with a high level of accuracyAdvanced computer skills and knowledge of Microsoft Office software Previous sophisticated ERP system experience a plusExcellent interpersonal written and verbal communication and listening skillsProven experience identifying problems of varying complexities and finding effective solutions with few guidelinesSense of urgency and commitment with strong follow up skillsWorking Conditions The work of this position is performed in a controlled office environment This position requires the ability to work under pressure and communicate with a diverse population including other employees customers vendors etc This position also requires prolonged periods of sitting in a regular seated position as well as the use of general office equipment including phones printers computers mouse keyboard etc The above noted job description is not intended to describe in detail the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of hisher position As the nature of business demands change so too may the essential functions of this position The McPherson Companies Inc is an Equal Opportunity Employer MFVetsDisabled