Customer Experience Specialist - End-to-End Service Leader

Lancesoft

Madison Heights (MI)

On-site

USD 36,000 - 40,000

Full time

6 days ago

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Job summary

Lancesoft is hiring a Customer Service Representative in Madison Heights, MI. The role focuses on delivering an exceptional customer experience, acting as the main contact for customers and coordinating with internal teams to meet needs.

Qualified candidates have 2-5 years in customer service or related fields, familiarity with OTC processes, CRM usage, and ERP tools like SAP. The position is on-site and lasts 12 months with potential extension.

Qualifications

High School Diploma is required.
2-5 years of experience in Customer Service / Supply Chain / Sales.
Customer facing operations experience.
Knowledge of Order to cash process.
Experience with Cloud based solutions (e.g. Service Cloud) / ERP systems (e.g. SAP) / IT applications.
Understanding of Supply Chain concepts.

Responsibilities

Be the single point of contact for customers and ensure an excellent customer experience.
Run OTC and Customer Service Management, focusing on customer interactions (inbound/outbound).
Capture Voice of Customer insights and provide feedback to improve services and client satisfaction.
Enter customer interactions into CRM to build plans and enable retention and growth.
Provide high-quality service and handle complex queries to minimize disruption and downtime.
Collaborate with CSX, CoE, GBS+, and Supply Chain teams via Service Cloud to align priorities.
Support differentiating customer experience initiatives and testing of new processes.