Customer Experience Expeditor

OVERVIEW OF THE POSITION:

Coordinate customer’s Quick ship, late orders, general information need from operations and other depts

RESPONSIBILITIES OF THIS POSITION – CUSTOMER EXPERIENCE EXPEDITOR

• • Act as the main facilitator and point of contact for resolving customer requests that are considered urgent.  Requests of this type include, but are not limited to:
    • QuickShip orders
    • Late order issues
    • Lost shipments
  • Work with colleagues in Production, Shipping, and Supply Chain to resolve inquires and answer questions that need fast response and resolution for the customer in accordance with the SLA.
  • Work with colleagues in Customer Care to resolve customer inquiries and accept handoff from Customer Care colleagues as needed.
  • Keep other stakeholders informed of progress and closure of customer requests when needed
  • On occasion follow up with customers to ensure customer satisfaction with Habasit’s service
  • Keep detailed records of all expedite activities
  • Demonstrate working knowledge of Habasit’s system tools (ERP, CRM) and be capable of using these tools to achieve closure on customer requests.
  • Demonstrate passion for achieving customer satisfaction and willingness to take all necessary actions to resolve customer issues.
  • Act as single point of contact for sales to work with when needed on late Quick Ships
  • Other duties as assigned

COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences 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.

• Preferred - Bachelor’s Degree in Business Administration, Marketing or Related Field
• Preferred - 2 years’ experience in customer service, sales and/or marketing
• Preferred – 2 years’ experience with ERP software
• Preferred - High Competency with customer service issues
• Preferred – High Competency with MS Word, Excel, PowerPoint, CRM Applications