Customer Experience Quality Coordinator

Customer Service Glen Mills, Pennsylvania


Description

The Customer Experience Quality Coordinator is responsible ensuring customers achieve a quality experience by coordinating between customer service and operations to ensure customer issues get resolved quickly.

DUTIES & RESPONSIBILITIES

  • Examine the backlog list and develop creative solutions to reduce it
  • Work with the customer service as a liaison to operations and resolve immediate customer experience issues.
  • Work with the operations to expedite build items for customer orders
  • Work with the e-commerce team and operations team to report and resolve weekly Amazon cancellations
  • Pick and resolve SPK customer related cases in CRM

CRITICAL OUTCOMES

  • Reduction in customer service SLA time
  • Expedite shipping of controllable backlog
  • Reduce Amazon backlog and improve service levels

KNOWLEDGE, SKILLS, & ABILITIES

  • Experience working with an operations team
  • Capacity to understand how products are built so multiple departments can be pulled together to resolve issues.
  • Motivated by delivering superb customer experience
  • Comfortable talking on the phone and communicating with customers in a professional manner across all mediums.
  • CRM and ERP Experience, ideally Microsoft Dynamics
  • Detail-oriented and organized
  • Ability to work as part of a team
  • Technology oriented and able to leverage CRM, eCommerce, and other technology-based platforms for customer benefit

PERSONAL ATTRIBUTES

  1. Quick learner - Ability to quickly pick up on our product portfolio
  2. Willing to go the extra mile to improve the customer experience
  3. Curious and a critical thinker. Look at CX quality issues and find a way to resolve them across multiple functions.
  4. Creative problem-solving skills.
  5. High integrity
  6. High energy and resiliency
  7. Passion for results
  8. Collaborative, team oriented and adept at building positive and influential relationships

 

EDUCATION & QUALIFICATIONS

  • High School Diploma, two to four-year degree preferred

SPECIAL QUALIFICATIONS & REQUIREMENTS

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to walk, drive, stand and sit; use a computer and phone. The employee is frequently required to type, talk and hear.