Customer Experience Specialist
Winsupply - Dayton, OH
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About the JobWinsupply Sourcing Services (WSS) operates ~2 million square feet of wholesaling warehouse space, while offering inventory and vendor management, to be the premier vendor partner for our customer base. Our customer base consists of aspiring entrepreneurs who own and operate their own wholesale distribution businesses, now over 650 businesses nationwide. Therefore, this job provides the opportunity to have a direct impact in the success of entrepreneurial small businesses across the United States, and in particular, those that rely on WSS to improve their inventory turnover. WSS transacts with vendors and customers nearly three quarters of a million times in a given fiscal year. In this role, you will help ensure WSS exceeds our local company customers' service expectations in every interaction, including the efficient and timely processing of orders.Job DetailsReports To: Manager, Distribution Center ProcessingDirect Reports: NonePay Rate: HourlyLeadershipHiring Manager: Amy PhillipsHiring Executive: Brandon Yanak, CPAKey Job Responsibilities by Assigned Service SectorCustomer ServiceRespond to customer inquiries; answer telephones, monitor and respond to emailsResearch required information using available resources; handle customer complaints diligentlyRoute calls to appropriate resources / identify and escalate priority issues as necessaryAdvocate for WSS in every interaction - WSS buying benefits, monthly promotions, new products, etc.Communicate with customers proactively to manage service expectationsAdvise on delivery date expectations, extended lead times on back-orders, etc.Work with RDC employees / Wholesalers Transportation to address delivery issuesOrder ProcessingProcess order exceptions, special orders, and cancellations from local company customersReflect order changes on submitted orders, only at the direct request of the customerEffectively manage and resolve all exception ques to ensure accurate order processingCorrectly reflect any add lines on the purchase order, including quotes, promotions, etc.Verify all order entry and order acknowledgment information is accurate; communicate timely with appropriate customer contacts to rectify unverifiable order entry information as necessaryWSS Operational & System ExpertiseEnsure information is passed along to fellow DCP specialists, product managers, distribution centers, and other necessary employees so that all matters can be addressed timely and efficientlyMaintain proper documentation on all matters in Cherwell; communicate identified process improvementsHold oneself to WSS Standards of Service; ensure adherence to WSS policies at all timesAll other duties as assigned, including special projectsQualifications Associate's Degree in Business, Business Administration or related field. In lieu of degree, relevant experience considered. Experience in wholesale industry a plus. Proficient with office technology and software.Competencies for SuccessCustomer-focused mindset; detail oriented; analytical / critical thinking; effective verbal / written communication.Available Job BenefitsCompetitive PayAnnual Discretionary BonusEmployee Stock Ownership100% Premium Paid Health InsuranceWinSavingsWinsupply Sourcing LLC is an equal opportunity employer.
Created: 2024-10-04