Customer Experience Associate

General Purpose:

The Customer Experience Associate is responsible for the daily activities of the Customer Service department to meet customer expectations through external and internal communications. The employee will be knowledgeable on department SOPs, product lines, and key accounts in order to provide the expected level of service. The employee must be an organized multitasker, have a self-reliant attitude, and be able to handle many tasks simultaneously while meeting deadlines.

General Description:

• Management of Customer Account/ Sales Order Process:

- Order entry/ sample orders

- Credit hold process, price discrepancies

-Backorder releases

-Returns

-Case setup

• EDI:

- Knowledgeable of the EDI process full cycle (940,855)

- Monitor EDI partner by collaborating with Senior CEM or Supervisor, as needed

• Case Resolution

- Investigate cases by collaborating with Senior CEM, Supervisor, & warehouse to resolve cases

- Operational Improvements- Review trends and make recommendations to enhance our clients' experience

General Oversight

• Responsible for new customer setup, including EDI
• Maintenance of CRM cases
• Coordinate and manage the Demo/Evaluation schedule
• Provide month-end customer mapping support to the accounting team
• RX license & tax exemption renewal
• Daily manage all communications received by the customer service department, via email or phone, to provide timely responses
• Gain additional product knowledge from product development
• Assist in ad hoc reporting as needed
• Maintain Strong internal department relationships
• Organize tasks that need to be achieved to meet agreed-upon commitments, taking into account resource requirements while scheduling, prioritizing activities, and anticipating problems
• Be customer-centric with all management, co-workers, and distribution partners

Skills/ Qualifications:

• Bachelor's Degree Preferred
• Minimum 2 years of customer service or related experience
• Proficient in Microsoft Word, Excel, and Outlook preferred
• Oracle NetSuite and CRM experience preferred
• Excellent communication (written & verbal) and problem-solving skills
• High level of attention to detail, order entry, and review
• Highly motivated self-starter who can work independently as well as in a team-oriented environment
• Ability to simultaneously manage multiple assignments, resolve problems, meet deadlines, and handle a fast-paced environment
• Occasional overtime

Physical Requirements:

May include minimal travel. Must be able to sit at a desk and work on a computer for extended periods. Must be able to lift 30 pounds without difficulty.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Franklin, TN 37067