CUSTOMER EXPERIENCE SPECIALIST

Auroraparts; Lebanon (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Auroraparts is seeking a customer-focused professional to join the National Account & Fleet team. This role collaborates with the National Account Customer Experience Manager and Sales Team to enhance service quality, satisfaction, retention, and advocacy for Premier customers.

You will manage communications, orders, backorders, and claims, using CRM tools to coordinate across teams, upsell where appropriate, and maintain strong professional relationships with key accounts.

Qualifications

• Associate degree or higher, with 2+ years in a relative role or 4+ years proven experience.
• Experience in a B2B customer-facing setting.
• Product knowledge and ability to upsell from inside to national/fleet customers.
• Strong communication, listening, empathy, and problem-solving skills.

Responsibilities

• Coordinate and track communications across multiple channels (phone, email, chat) for National Account Premier customers.
• Oversee ordering activity and keep customers updated on status, including shipping, tracking, and delays.
• Review backorders and communicate ETA changes, supplier issues, and delays to customers.
• Understand and issue purchase orders and manage parts supply timelines with customers.
• Review service levels with CSM and Sales Team; manage exceptions, quotes, pricing, claims, and guidelines.
• Maintain CRM records, process cases, and support warranty and RGA activities.

Skills

Active listening

Empathy

Customer service

Upselling

CRM knowledge

Written and verbal communication

Phone selling

Education

Associate degree or higher

Tools

CRM software

Microsoft Office

Job description

This position requires an individual who can work as part of a team with the National Account Customer Experience Manager and Sales Team to proactively support a positive and high-level quality of service to Aurora’s National Account & Fleet Customer base. This position is about defining clear and common goals that will promote our partnership and improve customer experience, satisfaction, retention, loyalty, and advocacy while improving processes. The ongoing planning and use of CRM capabilities used to communicate, collaborate, and manage the assigned account(s). This candidate must have positive & professional communication skills, listen actively, is empathetic and confidently respond to, identify, or escape Premier customer’s needs. This position requires experience in a customer-facing role in a B2B company, an understanding of the business flow regarding system processes, order/shipping guidelines, claims, expediting, supplier guidelines, Case, task, event, and contact Management/CRM, product knowledge, and the ability to upsell products from the inside to our National/Fleet Premier Customer Base.

DUTIES AND RESPONSIBILITIES

• Multi-manage and track all communication efforts with assigned National Account Premier customers that will include phone calls, emails, chats, or the preferred communication line determined by the Premier customer.
• Manage all ordering activity of the National Account customer base and proactively communicate the status of all order activity from the time the order is placed until the customer confirms receipt. This includes all shipping requirements, shipment delays, tracking information, shipping charges, and confirmation of order received.
• Daily review of all backorders to proactively communicate when parts are expected to be received at the preferred PDC. This includes communication of all milestone interruptions such as changed ETA’s, supplier component/production issues, and shipping & receiving delays.
• Ability to understand and issue purchase orders and manage parts supply timelines to customers.
• Ongoing review with the CSM and/or National Account Sales Team of areas of concern, opportunities, successes, escalated inquiries, and review Service Level Agreements with assigned customers. Management of customer special handling - including part number searches, substitutes, and alternates, part quoting, pricing, availability, claims, and supplier guidelines.
• Research best practices or solutions to save the customers time and money that can include providing alternate/substitute parts, part & freight quoting (TMS), and alternate shipping methods.
• Allocated order review and the ability to upsell products to the National Account customer base.
• Case Management tracking, case review, and follow-up.
• Ability to collect and process operation experience metrics to customer and appropriate leadership as requested.
• Maintain Fleetperform program with ongoing reviews and reporting.
• Assist with accounts receivable invoice discrepancies and claim processing.
• Knowledge of CRM and Sales opportunity management (identify and open opportunities when no CSM is available).
• Ability within guidelines to provide special pricing.
• Ability to process claims and RGA’s based on procedures and guidelines.
• Assist in Warranty claims and management.
• Other duties as assigned and rendered necessary for the National Account customer base.

KNOWLEDGE AND SKILL REQUIREMENTS

• Associate degree or higher, plus at least 2 years relative experience or a minimum of four years related proven successful experience.
• Experience in customer facing B2B role.
• Product knowledge
• Ability to sell products via the phone.
• Excellent written and verbal communication skills.
• Excellent phone skills
• PC, Microsoft Office Suite, and basic computer knowledge.
• Strong ethic and attention to detail and task completion skills

Qualifications

Education

Required

Associates or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.