The Customer Experience & Program Specialist is responsible for customer satisfaction and support, following up with customers, inputting and completing orders, and inputting sales leads. In addition, this individual will work closely with the Mobility & Infrastructure team to help increase revenue through the Mobility & Infrastructure Program.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions/activities.
• Provide quality service and support in a variety of areas including, but not limited to placing orders, ETDs/Lead times, and products and services for the M&I sales team.
• Troubleshoot customer issues over the phone and electronic methods, and handle issues in the best interest of both the customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers' experience.
• Contact existing customers through, but not limited to, phone calls, email, and seminars to communicate opportunities to extend initiatives with the company.
• Train and review Taoglas application processes for M&I sales representatives to ensure the sales program's success across teams and departments throughout the company.
• Maintain and publish the Master Pricing List for the Mobility & Infrastructure team.
• Identify revenue opportunities within customers' communities through communications and other activities as needed.
• Call prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline.
• Reviewing and updating sales representatives' assignments in HubSpot for sales orders to maintain accurate commission reports.
• Work with the San Diego CCD team on custom and high visibility orders/samples to ensure quality and customer needs are met as well as liaising with the production team to ensure that on-hand inventory is maintained to meet M&I's rapid turnaround.
• Make outbound calls to new & existing reseller customer base to review shipped sales orders for QC review and Opportunity Inquiries such as legacy customers who have an identified deviation in order consistency.
• Attend sales presentations and trade shows to assist with real-time inventory and part number identification and coordinate item/task-specific follow-ups.
• Point of contact for M&I projects (development/post-mortem/active issue)
• Working with the quality team, to develop and maintain SOPs for the M&I environment• High School Diploma or equivalent education and/or experience.
• Minimum 2 years of customer service experience.Base: $23 per hour
Bonus: 10% annuallySan Diego, CA