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Customer Experience Specialist

Company: Teknor Apex Company
Location: Pawtucket
Posted on: November 12, 2021

Job Description:

When Alfred Fain founded a small Rhode Island tire store in 1924, at the time no one could have predicted how Teknor Apex would become an international custom compounder sought out by companies around the world. After a nearly hundred-year journey that's carried us through acquisitions and expansion, we now have nine U.S. locations, as well as operations in Belgium, Singapore, Germany, and China. Throughout this global expansion Teknor has remained a privately held company, and today Fain's grandson sits at the helm, maintaining the family's tradition of fostering deep employee and customer relationships. These relationships are what allow us-together-to deliver customized compound solutions and help our customer's create better products. "Manufacturing is a team sport and we work together to achieve our goals." -Jon Fain, CEO Join the team behind our custom compounds. The Customer Experience Specialist functions as the primary in house contact for our customer base, ensuring the proper management of their orders and requirements. This position develops strong customer relationships and focuses on exceeding customer expectations. This is achieved by receiving, entering and confirming orders, determining product availability, delivery schedules and resolving customer disputes. ESSENTIAL FUNCTIONS: * Ensures daily processing of all orders, reviews product availability, collaborates with manufacturing and/or shipping locations and confirms delivery dates. Right first time order entry. Recommends solutions for problems encountered and makes suggestions for process improvements. * Maintains relationship with customers by developing understanding and managing assigned accounts. * Collaborates with Sales Administrators for the setup of new accounts and maintaining customer requirements * Manages challenging customer requests while still meeting company goals. Escalate issues as needed. * Helps customers resolve issues or disputes by investigating and interacting with Credit, Technical Services, Manufacturing, Traffic, Sales, to determine root cause and solution * Monitors inventory management programs as required and take action as needed to ensure customer satisfaction * Initiates collaboration with others (including customers, Sales Representatives, Sales Managers and Industry Managers, team members and all of supply chain) * Responsible for customer reporting, on-time metrics and other analytics * Performs any other similar or related duties as required or directed. Comply with company rules and regulations SCOPE OF RESPONSIBILITY: * Position has no budget or revenue responsibilities. * No Supervisory Functions (behavior, attendance, salary) SKILLS: * Excellent listening skills * Excellent communication skills * Excellent organizational skills * Ability to multi-task * Strong PC skills, including exposure to ERP systems * Ability to maintain composure under pressure * Originality and creative thinking is necessary * Team Player * Results oriented * Customer/Relationship-oriented * Problem Solving Skills * Self-motivated EXPERIENCE: * Position requires 3-5 years customer service experience. EDUCATION: * High school or G.E.D. Some college course work preferred. * Hybrid Position- Must be able to go into the facility 2-3 days per week and as needed*

Keywords: Teknor Apex Company, Pawtucket , Customer Experience Specialist, Other , Pawtucket, Rhode Island

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