Customer Experience Representative

Vision Statement:  Innovating the solutions that power the world’s best entertaining and food service experiences.

 

Mission Statement:  Perlick is a 5th generation family business that serves as an essential partner in the commercial foodservice and residential appliance industries.  We put our customers first in everything we do by engaging a team of world class associates to develop, produce, and deliver premium products and customer experiences that provide a lifetime of exceptional value.

 

Perlick Values: Lead By Serving – others before self, Grow by Innovation – solutions that exceed our customers’ expectations, Continuous Improvement – strive to get better every day, Live the Legacy – maintain our positive reputations with the future in mind

 

SUMMARY:

Reporting to the Director, IT & Customer Experience (CX) Solutions, the Customer Experience Representative (CXR) will use their love for business, people, and Perlick products, coupled with their passion for a top-tier customer experience, to build relationships. This role is responsible for delivering solutions to our customers’ toughest issues. The CXR will build relationships within the organization to ensure our customers receive the right information, the first time. This role is an advocate for the customer, working to give our customers an effortless experience.

Once trained, this position can be hybrid with 3 days onsite.

 

PRINCIPAL DUTIES & REPONSIBILITIES: 

1.  Interact with customers via in-person, by phone and via e-mail interactions.
2. Respond to general customer inquiries such as lead times, order status, tracking information, etc.
3. Actively work to customer needs and inquiries to determine appropriate service steps to solve problems.
4. Uses an “Only Once Policy” with our customers by identifying issues and driving them to resolution the first time.
5. Act as the customer’s representative to ensure that their demands are met with a focus on improving the customer experience.
6. Collaborate with various internal departments to ensure all customer issues are resolved in a timely manner.
7. Engage in professional and friendly communications with customers.
8. Diffuse and resolve customer problems, escalating complex issues to the Sr. Customer Experience Representative as needed.
9.  Other duties as assigned.

 

QUALIFICATIONS & REQUIREMENTS:

• High School Diploma or equivalent required, 2- or 4-year degree is preferred.
• 1-3 years previous customer service experience required, preferably in a manufacturing or technical environment.
• Must be a strong team player, friendly and patient.
• Ability to learn to read drawings and match against quote and customer’s purchase orders.
• Capable of working independently on daily work activities and miscellaneous work assignments.
• Requires strong organizational and communication skills, ability to quickly self-prioritize tasks, and diligence to carry customer issues through to resolution.
• Proven ability to stay focused and multi-task in a fast-paced environment.
• Requires strong customer-facing skills and the fortitude to effectively navigate internal roadblocks on the customer's behalf.
• Requires excellent computer skills: Proficient with Office Suite of Products.

 

CORE COMPETENCIES:

• Exhibits core cultural behaviors that reflect Perlick’s values to support our mission and vision.
• Demonstrate perseverance to overcome internal obstacles for the customer’s benefit.
• Ownership of customer relationships and taking proactive measures to develop and strengthen them.
• Pride in precision and a keen eye for detail to validate order accuracy.
• Being Resilient: Remains objective and calm when faced with adversity. Grows from hardships and difficult experiences. Manages crises and volatile situations effectively. Helps others recover momentum and confidence after failures or setbacks.
• Drives Engagement: Empowers others with meaningful decision making and ownership. Ensures that all team members are motivated to work toward common goals. Celebrates the team’s successes along the way. Provides praise, recognition, and rewards for strong performance.
• Plans and Aligns: Addresses risks and contingencies as part of the planning process. Finds the right balance between sticking to plans and adjusting them to changing condition