Customer Experience Representative

KSP Fulfillment

KSP Fulfillment is a culture-driven organization which places a high level of trust in our employees. Our operational processes are formed around our core values of integrity, respect, team empowerment, collaboration, continuous improvement, and quality. Each KSP employee is focused on achieving our company vision and Doing the Right Things for our customers.

Job Summary

A KSP Customer Experience Representative is responsible for cultivating and maintaining a strong business relationship with assigned customer(s), as well as owning or partnering with Customer Experience Manager on customer(s) contact for day-to-day order operations and project-related business. Also responsible for tactical execution in regard to order fulfillment operations as well as project management activities. Which include but are not limited to; timeline management, risk escalation & mitigation, internal & external reporting needs, customer(s) invoicing, end-to-end quality assurance, and maintaining overall client health.

Essential Functions

· Adhere to the Core Values of KSP Fulfillment

· Alongside Customer Experience Account Manager; responsible for project scope, implementation, & end-to-end execution to ensure timely completion and in a manner that satisfies requirements, provides quality outcomes, and is of mutual value. Work with all necessary department resources to achieve desired results.

· Garner a deep understanding of assigned client(s) business.

· Responsible for a significant amount of tactical execution duties and attention to detail respective to customer order processing. This includes, but is not limited to, customer communication (email, MS Teams, phone calls), systematic order fulfillment operations, inventory reconciliation, & order track and trace.

· Proactive planning & communication both with customers & internal leadership to understand business volume needs, ensure appropriate staffing levels, and overall execution scope.

· Responsible for understanding all operational processes to ensure quality services and appropriate expectations are set for all assigned customer(s).

· Ensure all work performed follows the required Quality Control (QC) and Standard Operating Procedure (SOP) processes.

· Support all activity around customer invoicing. This includes providing pertinent documentation to Accounts Payable prior to customer invoicing cycle, as well as working through any invoice disputes customers may present.

· Identify both internal and external continuous improvement measures to support the health of both KSP and its customers.

· Maintain, and support all corporate quality standards, policies, procedures, and work instructions as outlined in KSP’s process documentation. Create SOP documentation where applicable/as needed.

· Acquire resolution from customer(s) on any non-conforming product receipts and/or order requests.

· Training of New/Existing Customer Experience team members (where applicable).

· Understand operational workflow streams and the impact they have on warehouse floor productivity.

· Regular and punctual attendance.

· Respectful and courteous treatment of others.

· All other duties as assigned.

Position Requirements

· High School Diploma or its equivalent required; Bachelor’s degree preferred or, in lieu of degree, 5-years of Customer Service experience and 3 years of project management experience.

· Proven decision-making ability.

· Strong time-management, attention to detail, & organizational skills.

· Ability to navigate, comprehend, and execute in a number of separate software platforms.

· Capability to self-start/work independently as well as in a team or group setting.

· Ability to effectively communicate and provide feedback with both internal resources and external customers.

· Capacity to read and understand written and verbal instructions.

· Computer skills, including intermediate level MS Office Suite, ERP/WMS/OMS/TMS, EDI, CRM, data analytics & reporting.

· Excellent math, reading, communication, and problem-solving skills.

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person