Specialist - Customer Experience

Almo
United States, Pennsylvania, Philadelphia
2709 Commerce Way (Show on map)
Feb 11, 2025
Department: Operations Job Title: Customer Experience Specialist Reporting to: Logistics Manager Job Summary: The Customer Experience Specialist is primarily responsible for the day-to-day inquiries from both internal and external customers. Included is the process to initiate and monitor customer claims according to company processes and adhering to designated service level agreements. Essential Duties and Responsibilities: Functions as an individual contributor researching customer claims of damaged merchandise through the MDM exchange program then documenting the process from initiation to conclusion in CRM. Take ownership in the claims process and ensure each claim is handled according to service level agreements outlined by MDM Management. Keeps internal and external customers informed of the process and ensures deadlines are met and exceed customer expectations. Corresponds regularly with both Internal and External customers. Provide responses to customer inquiries within specified SLA. Assists with and/or completes tasks and projects within given deadlines. The above cited duties and responsibilities describe the general nature and level of work performed by individuals assigned to the job. This is not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform. Education and Experience Requirements: High school diploma or equivalent required. Some college coursework in business, communications or related field of study preferred. One (1) year of customer service experience required. One (1) year of office or warehouse shipping experience. Computer proficiency in Microsoft Office software required. No travel required. Knowledge/Skills/Abilities: Accuracy- able to complete assignments with a high degree of accuracy and attention to detail. Dependability - is punctual with dependable attendance record, able to consistently meet work deadlines. Supervision - works under direct supervision. Organization - able to organize basic tasks and activities within tight deadlines. Customer Service - able to personally provide high level of service to targeted customer base, building relationships and acting as internal company advocate. Problem-Solving - able to research and resolve basic shipping issues. Proactive ability to resolve issues in a timely manner while always looking for process improvement opportunities. Team Orientation & Interpersonal - able to build and maintain relationships with team members, other company staff, and outside vendors. Communication - able to effectively communicate with customers, primarily via email using company provided templates. Computer Usage - able to utilize internal computer systems and CRM to research and update information. Systems & Software - proficient knowledge of Microsoft Office software applications, including Word and Outlook. Skill Requirements: Use basic hand tools and equipment Read manuals and instructions Retrieve and compile information Verify data and information Organize and prioritize tasks Basic mathematical concepts (e.g. add, subtract) Verbal and written communication Maintain records/logs Research, analyze, and interpret information Investigate, evaluate, and recommend action Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs) Physical Requirements: Squatting for extended periods Standing for extended periods Walking Reading Speaking Hearing Repetitive Motions Lifting/carrying up to 20 pounds various items Pushing/Pulling Bending/Stooping Reaching/Grasping Writing Potential Hazards: Electrical currents Toxic or caustic chemicals