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Customer Experience Representative - Temp

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Customer Experience
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181ET Requisition #
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JOB SUMMARY:
The Customer Experience Representative coordinates with customers, dealers, sales force & internal departments to ensure our customer’s orders & inquiries are handled accurately and in a timely manner.  Know the customer and be the voice of the customer.

ESSENTIAL/PRIMARY DUTIES:
  • Being capable of working with all types of personalities in a professional manner.
  • Works with various trades including: contractors, customers (domestic/international), dealers, service providers, government and Midmark sales force.
  • Manages multiple requests, tasks and deadlines.
  • Provide phone coverage for departmental call center.
  • Coordinate orders, inquiries, information, projects and consignment inventory for multiple sales representatives.
  • 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, warranty & trade show orders.
  • Coordinator between the customer, dealer and multiple internal departments to ensure customer satisfaction.  This includes expediting orders, ensuring specific delivery dates & times are met, issuing credits, assisting with disputed pricing, shipping issues/freight claims, reordering replacement product and issuing RMAs (product returns).
  • Communicates list price, dealer price, contract price, part #’s, product information, shipping information, freight terms, anticipated delays, past dues, promotional and contract inquiries and any additional information needed by customer via phone, e-mail or web.
  • Obtain freight quotes and help coordinate delivery needs with Midmark’s Logistics department.
  • Coordinate the activities of special or multi-phase projects to ensure the product is ordered, completed and delivered to the satisfaction of the customer from start to finish.
  • Coordinate and prepare bid quotations.
  • Setup new customers and coordinate with credit dept. as needed
  • 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 Associates when in a behind condition
  • Manage departmental mailboxes and faxes
  • Attend dealer meetings and sales rep/customer visits to build relationships with Midmark customers.
  • Assist with departmental projects
  • Trains new sales reps and teammates on departmental processes
  • Runs and updates departmental reports

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:
  • Flexible, multi-tasked, detail oriented and able to quickly act under pressure and meet deadlines
  • Process oriented, proactive and customer-focused
  • Excellent communication (written/verbal) and interpersonal skills
  • Strong problem solving skills
  • Ability to work on multiple projects
  • Comfort working in cross-functional environment
  • Customer experience
  • Intermediate to advanced MS Office skills required, including Internet
  • ERP system experience
  • ISO/FDA Standards
  • Logistics/transportation knowledge

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