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Customer Experience Associate

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Customer Experience
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181CF Requisition #
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JOB SUMMARY:
The Customer Experience Associate works closely with our customers, dealers/channel partners, sales force & technical service/customer support to ensure orders are accurate and delivered on-time.  

ESSENTIAL/PRIMARY DUTIES:
  • (Traverse City Only) Processing & Scheduling orders:  Take orders via phone, fax, and e-mail, and enter into an ERP system.  
  • (Versailles Only) Processing & Booking orders:  Take orders via phone, fax, and e-mail, EDI (electronic data interchange) or Ecommerce and enter into an ERP system.  This includes credit card, service and warranty orders. 
  • Coordinator between the customer and multiple internal departments to ensure customer satisfaction.  This includes expediting orders, ensuring specific delivery dates & times are met, and assisting with disputed pricing.
  • (Versailles Only) Issuing credits to customers and reordering replacement product and issuing RMAs (product returns). 
  • Communicates list price, dealer price, contract price, part #’s, shipping date, freight terms, anticipated delays, past dues and any additional information needed by customer.
  • Obtains freight quotes (Versailles Only)
  • Setting up new customers 
  • Manages departmental mailboxes and faxes. 
  • Being capable of working with all types of personalities in a professional manner.
  • Supports and implements MPS principles and theme work.
  • Ensures Midmark’s compliance to Quality and departmental procedures and guidelines.
  • Supports other Midmark locations as needed.

SECONDARY DUTIES:
  • Assist Customer Experience Representatives when in behind condition
  • Runs and updates departmental reports.
  • Attend dealer meetings and sales rep/customer visits to build relationships with Midmark customers. 
  • Trains teammates on departmental processes 

EDUCATION and/or EXPERIENCE:
Associates degree or equivalent from a two-year College or technical school.  1-3 years related experience or equivalent combination of experience and education.

COMPETENCY/SKILL REQUIREMENTS:
  • Process oriented, proactive and customer-focused
  • Flexible, multi-tasked, detail oriented and able to quickly act under pressure and meet deadlines
  • Comfort working in cross-functional environment
  • Strong problem solving skills
  • Intermediate to advanced MS Office skills required
  • ERP system experience
  • EDI  (Electronic Data Interchange)
  • ISO/FDA Standards
  • Excellent communication (written/verbal) and interpersonal skills
  • Customer experience

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