Customer Experience Associate

Millcraft; Canton (MI, TX); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Customer Experience Associate to enhance customer satisfaction through exceptional service. The role involves processing orders, addressing inquiries, and collaborating with teams to improve customer experience strategies. Ideal candidates will possess strong problem-solving skills and experience in customer service, with a focus on accuracy and communication.

Benefits

Medical

Dental

Vision

Health Savings Account

Life Insurance

PTO

Retirement Plan

Qualifications

• 1-3 years of experience in customer service or sales.
• Proficient in ERP and CRM software.

Responsibilities

• Process customer orders and resolve fulfillment issues.
• Respond to customer inquiries and complaints promptly.
• Engage proactively with customers to understand their needs.

Skills

Problem Solving

Communication

Multitasking

Detail-oriented

Education

Bachelor's degree in business, marketing, or a related field

Tools

D365

Microsoft Excel

Microsoft Word

Outlook

Job description

Millcraft Paper Company is seeking a highly motivated and customer-centric individual to join our team as a Customer Experience Associate reporting to the Customer Experience Manager. In this role, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction with our products and services by providing timely and accurate information. You will serve as the main point of contact for all customer inquiries, complaints, and product support. Additionally, you will contribute to the development and improvement of customer experience strategies, processes, and policies to enhance overall customer satisfaction and loyalty.

Responsibilities

• Process customer orders and sales order changes and resolve any issues or discrepancies with order fulfillment
• Respond to all customer inquiries, complaints, and product support requests in a timely manner
• Identify and troubleshoot customer issues, providing appropriate solutions and ensuring resolution
• Proactively engage with customers to understand their needs, preferences, and concerns
• Establish and maintain excellent rapport with internal and external customers and vendors
• Collaborate with cross-functional teams to address customer concerns and improve customer experience
• Follow up with customers to ensure their satisfaction and gather feedback
• Provide product recommendations, information, and upsell opportunities to customers
• Continually build knowledge of products and services
• Participate in team meetings and projects as needed
• Other duties as required
  
  
  

Requirements

• 1-3 years of experience in a customer service, sales, or product management role
• Previous experience in customer service, preferably in specialized products
• Proficient in using ERP (D365) CRM (Customer Relationship Management) software and customer service tools
• Microsoft excel and word required, Outlook/calendar required
• Bachelor's degree in business, marketing, or a related field preferred
  
  
  

Qualifications

• Strong problem-solving and decision-making abilities
• Ability to multitask and prioritize tasks effectively
• Detail-oriented with a strong focus on accuracy and attention to detail.
• Strong verbal and written communication skills, with the ability to effectively interact with diverse customers
• Ability to work independently and prioritize tasks effectively in a fast-paced environment
  
  
  

Physical Demands

The physical demands described herein are representative of those that must be met by a Millcraft Paper Company employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual must be able to sit and speak for extended periods of time. Additional requirements include the ability to walk or navigate about, bend, stoop, squat, push, pull, see, hear, and listen in order to fully perform the functions of this position.

Work Environment

The work environment characteristics described herein are generally representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is moderately quiet. Work is performed in an office environment or outside the office with existing or potential customers, employees or others. Within the office, floors are both carpeted and tiled. Occasional interaction may occur within the Operations environment wherein noise is moderate to loud and floors are generally concrete. Temperature is moderated by heat in the winter and air conditioning or air circulation methods in the summer.

Millcraft Paper Company is an EEO employer. We are committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status.

Millcraft Paper Company complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Millcraft Paper Company.

Compensation

This is a full-time non-exempt position. Compensation is commensurate with experience and qualifications. Millcraft offers a benefit package including Medical, Dental, Vision, Health Savings Account, Life Insurance, PTO, Retirement Plan, and more.