Specialist, Customer Experience

Qosina Corp.; Town of Islip (NY); On-site; USD 33,000 - 34,000; Full time

Job summary

Qosina Corp. in Ronkonkoma, NY is seeking a Specialist, Customer Experience to serve as the primary post-sale contact, nurture customer relationships, and relay needs to internal teams. The role is full-time and on-site.

You will handle orders, lead times, documentation, returns, and coordination with Purchasing, Sales, and Quality to ensure accurate information and smooth shipments. Strong communication and CRM/ERP experience are valued.

Qualifications

• 2 years of customer service experience or equivalent education.
• Excellent attention to detail and proofreading.
• Strong communication and organizational skills.
• Ability to multi-task and solve problems.
• Experience with CRM and ERP systems preferred.

Responsibilities

• Communicate with customers via email and phone, inbound and outbound
• Process incoming orders and update customers on confirmation and status
• Coordinate with Purchasing/Supplier Relations for lead times and supply issues
• Answer customers’ general questions and requests for information
• Review and coordinate completion of customer questionnaires and surveys
• Gather and send shipment documentation (invoices, packing lists, material certificates)
• Assist with part information and documentation with Quality
• Process returns and complaints; work with internal teams to resolve issues
• Obtain forecasts from customers to understand needs for steady supply
• Support sales team to elevate opportunities or issues
• Learn product line to advise on material information or alternatives
• Update customer information and keep accurate records

Skills

Customer service

Attention to detail

Communication

Organizational skills

Multi-tasking

CRM systems

ERP systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Specialist, Customer Experience

Customer Experience Full-time Regular Administration On-Site, Ronkonkoma, NY, US

3 days ago Requisition ID: 1143

Salary Range: $24.04 To $25.00 Hourly

Title: Specialist, Customer Experience

FLSA: Non-Exempt

Reports To: Manager, Customer Experience

Position Summary:

The Qosina Customer Experience Specialist will act as the primary point of contact for all customers post sale. This role is responsible for maintaining customer relationships and communicating customer needs with all internal stakeholders.

Responsibilities:

• Communicate with customers via email and phone, both inbound and outbound
• Process incoming orders and communicate with customers regarding confirmation and status
• Work with Purchasing and/or Supplier Relations to obtain lead time for customers and get ahead of any supply chain issues
• Answer customers’ general questions and requests for information
• Review and coordinate the completion of customer questionnaires and surveys
• Gather and send documentation related to shipments as requested by the customer (i.e., commercial invoices, packing lists, certificates of material)
• Assist customers with their requests for part information and documentation including drawings, SDS, technical data, etc. Work with the Quality Department to obtain any missing documentation
• Process customer returns and complaints. Work with internal departments to resolve issues
• Obtain forecasts from customers to understand their needs and ensure steady supply
• Work closely and communicate with the sales team to offer support and elevate any promising opportunities or issues
• Learn and understand our product line to assist customers that may need material information or an alternative item
• Update customer information and keep accurate records

Education/Technical Certifications:

• N/A

Experience:

• 2 years of customer service experience or equivalent added college
• Excellent attention to detail and ability to proofread
• Excellent communication and organizational skills
• Ability to multi-task and solve problems
• Experience with CRM and ERP systems preferred