Specialist, Customer Experience

Title: Specialist, Customer Experience FLSA: Non-Exempt Reports To: Manager, Customer Experience Position Summary: The Qosina Customer Experience Specialist will act as the primary point of contact for all customers post sale. This role is responsible for maintaining customer relationships and communicating customer needs with all internal stakeholders.

Responsibilities

Communicate with customers via email and phone, both inbound and outbound Process incoming orders and communicate with customers regarding confirmation and status Work with Purchasing and/or Supplier Relations to obtain lead time for customers and get ahead of any supply chain issues Answer customers’ general questions and requests for information Review and coordinate the completion of customer questionnaires and surveys Gather and send documentation related to shipments as requested by the customer (i.

e., commercial invoices, packing lists, certificates of material) Assist customers with their requests for part information and documentation including drawings, SDS, technical data, etc. Work with the Quality Department to obtain any missing documentation Process customer returns and complaints. Work with internal departments to resolve issues Obtain forecasts from customers to understand their needs and ensure steady supply Work closely and communicate with the sales team to offer support and escalate any promising opportunities or issues Learn and understand our product line to assist customers that may need material information or an alternative item Update customer information and keep accurate records Education/Technical Certifications: N/A Experience: 2 years of customer service experience or equivalent added college Excellent attention to detail and ability to proofread Excellent communication and organizational skills Ability to multi-task and solve problems Experience with CRM and ERP systems preferred Skillsets: Organizational skills Administrative skills Computer skills Communication skills Collaboration skills Independent skills Analytical skills