Customer Experience Specialist

As the Customer Experience Specialist, you will take on a dual-position role that combines customer service with admin office responsibilities. In this role, you will be responsible for delivering excellent customer service both over the phone and in person while maintaining a positive attitude and demonstrating a strong work ethic. This will include processing orders, coordinating delivery schedules, providing updates to customer accounts and the Growing Solutions sales team, answering customer inquiries, resolving issues via appropriate channels, maintaining customer information within the CRM system and customer portal, obtaining customer feedback, and assisting territory Technical Sales Managers as needed. This dual position requires a self-motivated individual who is eager to take on additional responsibilities, capable of managing multiple duties effectively, and able to support staff across various tasks with professionalism and efficiency.

 

We are currently seeking qualified candidates for this position. Please note that, currently, we are only considering applications from local candidates. Relocation assistance is not available for this role. Candidates must reside within a commutable distance to Fresno, CA to be eligible for consideration. Thank you for your understanding, and we look forward to reviewing applications from talented individuals in our local area. 

I’m interested! What will I get to do in this position? 

• Manage the order to cash process for all assigned accounts. 
• Coordinate with supply chain, IT, Finance, Credit, and Sales to find the best solutions to customers’ issues.
• Resolve customer inquiries and complaints promptly and professionally.
• Maintain customer accounts, update records, and process orders or returns.
• Prepare correspondence, reports, and other documents as needed.
• Maintain organized filing systems (physical and electronic).
• Manage inventory, and handle vendor communications.

 

What skills and experience do I need to be successful in this role? 

• High School diploma or equivalent required.
• Experience working on B2B companies, preferred. 
• Effective problem-solving and analytical skills.
• Ability to respond appropriately under pressure in a fast-paced environment.
• Excellent customer service skills with minimum 3 years’ experience.
• Computer skills with Google Docs, Microsoft Office. 
• Experience with SAP is recommended or any other ERP system

What will set me apart?

• Experience with QuickBooks is a plus.
• Practical experience with CX and CRM software (Salesforce). 

 

Compensation at ICL: If you are hired at ICL, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. We also offer a generous benefits package (more information on benefits listed below).

Salary Range: $43,000 - $54,000

We've Got You Covered
ICL is committed to offering you a comprehensive set of benefits to empower you and your family physically, mentally, emotionally, and financially. The benefits we offer to our diverse and inclusive workforce include:

• Competitive base pay 
• Medical, dental, vision, and life benefits that start quickly – the first of the month after hire
• Tax-advantaged health savings and spending accounts (when applicable)
• Wellness Incentive Program to lower your health insurance cost
• Generous Leave and FMLA policies
• Prescription program that provides most generic maintenance medications at no cost (including Insulin products & EpiPens)
• 401k eligibility from day one of employment with a generous company matching contribution. 100% vested after one year of service
• Employee Assistance Program
• Student Loan Assistance
• Free membership to a program that offers various discounts for travel, entertainment, groceries, and much more

 

To learn more, visit:  https://icl-growingsolutions.com/en-us/

 

ICL will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 (including those with OPT or CPT), H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.  

 

Who is ICL?

ICL Group is a leading global specialty minerals company, which creates impactful solutions for humanit