Customer Experience Generalist

POSTION SUMMARY:

The Customer Service Generalist will play a crucial role in delivering exceptional service extending “end-to-end” support and service to specialized customers, field specialists, and account managers. Routinely probe to uncover support needs, identifying solutions, enter quotes/orders, follow up on open information requests, and seek ways to add value while creating a remarkable experience for both internal/external customers. Your primary objective will be to deepen the relationship with E&R Industrial customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills.

Under the direction, specific duties include:

• Work in a fast-paced multi-channel environment (including but not limited to e-mails, phone calls, chat), following assigned work schedule.
• Interact with various teams across E&R Industrial to effectively resolve customer issues in a timely manner.
• Make empowered decisions and resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity.
• Drive customer retention and contribute to sales growth through exceptional customer service and personalized interactions.
• Identify, evaluate, and promptly communicate customer trends and opportunities to leadership.
• Provide comprehensive information about E&R Industrial's products, services, and company policies to assist customers effectively.
• Assist customers with order placement, tracking, and returns, ensuring a streamlined and positive experience.
• Demonstrate active listening to understand and address customer complaints or concerns, aiming to identify and resolve the root cause.
• Maintain department performance standards and goals, with a strong understanding of policies and procedures to support compliance.
• Adapt quickly to changing business needs while maintaining a positive attitude and professionalism in all interactions.

PREFERRED EDUCATION & EXPERIENCE:

• Minimum of 1 year of customer service experience.

• Experience with building customer relationships by responding to a high volume of inbound phone calls.

• Experience working with customers and Sales team members daily.

• Experience in identifying and recommending opportunities to strengthen our team, processes, and customer relationships.

• Experience with resolving customers’ challenges by using all resources for account selection, product identification, order placement, and order management.

• Experience with resolving pricing, invoicing discrepancies, applying credit, and implementing return procedures.

SKILLS AND ABILITIES:

• Computer knowledge- Excel, Word, PowerPoint, Outlook.

• Proficiency in using customer service hardware and software and operating and navigating multiple PC-based programs at once.

• Attention to detail and the ability to multi-task

• Able to operate powered industrial equipment

• Able to operate computerized scanning equipment

• Able to follow verbal and written instructions with minimal supervision.

WORK ENVIRONMENT:

• Work conditions are typical of an office environment
• Office job requires ability to lift <25 lbs. and/or rarely work in difficult positions

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.