Customer Experience Representative

POSITION SUMMARY:The Customer Experience Representative addresses customer issues and resolves them in a timely and efficient manner. This role interacts with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately.JOB RESPONSIBILITIES:Essential Functions:Performs all daily tasks and responsibilities of a customer experience representative role.Displays understanding of Festool Tools & AccessoriesMeets daily, weekly, or monthly goals/metrics set forth by the departmental lead.Collaborates with inside sales team, finance, logistics, repair, and marketing departments.Utilizes a variety of systems including the ERP, CRM and shipping vendor systems to address inquiries.Continuously evaluates and identify opportunities to drive process improvements that positively impact the customer's experience.Answers calls, emails and returns voicemails to service the customers' needs within a 24-hour turnaround time.Investigates and researches customer problem via departmental guidebook Pulls and provides reports, as necessaryProcesses and posts credits/debits for the service department invoices.Sets up new dealers, terminates dealers, processes returns and orders spare parts as necessary.QUALIFICATIONS:Minimum requirements to competently perform the key responsibilities of this job in terms of educational background, work experience, licenses/certifications or other knowledge, skills, and abilities.Basic Qualifications:High School Diploma or GED2+ years in a high-volume direct customer service experience Strong order entry skillsPreferred Qualifications:High level of proficiency in Microsoft office suitePrevious experience using an ERP system and/or CRM systemHighly motivated, self-driven individual with the ability to work without daily guidanceStrong analytical and problem-solving skills with high attention to detailAbility to collaborate in a team-based environment, providing excellent customer service to employees and all stakeholders Bilingual in Spanish or FrenchAbility to learn quickly and asks lots of questionsInterpersonal skills, ability to affectively communication both verbally and in writingMust be able to meet tight deadlines and targetsAffirmative Action/EEO statementFestool USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Other dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Created: 2024-10-22