Customer Experience Associate

  

  

   

Summary  

   

This position is customer focused and deals with inbound call center, processing customer orders, resolving inquires on credits/returns/warranties by facilitating these requests through the appropriate channels. Note:  This role is located on-site in Highland Park, IL Monday through Friday, regular business hours.     Key Outcomes    Customer Service is a critical role within our company. We depend on our Call Center employees to service our customers by delivering on our Autocar Trucks pledge of “always up”.  Building strong relationships with our customers and satisfaction that you have resolved their issue.  Working through difficult situations with internal and external customers while maintaining a high level of customer service.  

• Customer satisfaction & retention
• Order processing within 2 hours
• Credit/Return/Warranties processed within 72 hours
• Customer response time for calls & emails within 2 hours
• Process freight claims through claim portal within 2 hours
• Process improvement and simplified efficiencies in support of company and financial goals
• Investigate, analyze, and process claims

Essential Duties & Responsibilities  

• Guide and process customer orders and inquiries in a fast-paced environment. 
• Communicate with customers via phone and email via case management. 
• Investigate and solve customer problems and find best possible solutions. 
• Help customers navigate our website and place orders online (Automated order entry). 
• Provide knowledgeable answers to questions about products, pricing, and availability. 
• Respond to shipping inquiries and answer order status questions. 
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service. 
• Analyze and process all required paperwork related to refunds, returns, and warranties
• Generate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes
• Complies with changes in policies or renewals
• Process freight claims through claim portal
• Process warranty claims through supplier portal
• Serve as liaison between supplier, customer, and internal departments to investigate claims, to ensure claims are resolved, process orders, returns, credits and warranties.

Position Requirements  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.•    Excellent verbal and written communication skills.
•    Advanced skills and knowledge of Excel and Word.
•    Strong follow up and team skills.
•    Ability to multi-task, problem solve and prioritize to meet deadlines.   Key Competencies  To perform the job successfully, an individual should demonstrate the following competencies:  Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.  Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.  Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.  Interpersonal Skills - Focuses on solving c