The Customer Experience Associate will be responsible for delivering exceptional Customer Experience across all customer needs for assigned customers, working with Regional Sales Manager, Customer Experience and Product Design & Quote staff and other internal resources as needed. They will act as the primary point of contact and owner of customer relationship for key customers as allocated across the team.
KEY RESPONSIBLITIES and TASKS:
Core internal responsibilities:
Lead projects for designated customers across CE and PDQ for the timely and accurate delivery of all customer interactions, including quotes, drawings and ultimately finished product
Ensure effective, accurate and timely communication across region/segment team members
Track and document customer knowledge, ensuring that material new insights are shared with broader team
Provide Quality Control check for quotes and drawings relative to CE Associate customer knowledge
Fulfill key CE responsibilities in documented Quote to Delivery process for designated customers including:
Lead vetting.
Quote/ Revision coordination
Quote follow up
Reworks coordination
Core external/customer responsibilities
Act as hub of wheel for all interactions of EVR staff with customer contacts, either delivering answer to customer or connecting them with EVR personnel who can provide resolution, from PDQ to plant to service to installation
Own customer relationships with assigned customers; become viewed as indispensable partner who consistently delivers on expectations
Provide prompt, meaningful communication to customers regarding status of work, questions, terms/conditions, installation, rework to ensure that EVR can deliver on customer’s needs
Develop deep customer knowledge of personnel, business needs and strategic direction to help anticipate opportunities for Everidge to better meet customer needs
Manage issue resolution, either directly for assigned customers or escalate as necessary
Other duties as assigned.
EDUCATION/EXPERIENCE:
1 year of customer service experience
Proven problem-solving capabilities in a technical environment, including problem-solving skills required
Computer proficiency with Microsoft Office
Exceptional customer service and communication skills required both verbal and written
Ability to work independently, self-starter but also a strong team player with a can-do attitude
Proven skills in time management and multi-tasking responsibilities
Demonstrated ability to be self-directed and an independent problem solver
Ability to expand work hours to meet deadlines and workload fluctuations
PHYSICAL EFFORT
Ability to sit, stand, walk intermittently for 8 hours
