Were looking for a Customer Expierence Specialist for our client US Valve Corporation!
About US Valve
The Customer Experience Specialist position will be located at the Linthicum MD US Valve site. Established in 1999 out of the growing needs of valves at Airtech Vacuum Inc. US Valve is a manufacturer of elastomer hinge check valves dual disc check valves and medical ball valves sold through the US Valve and Techno Check Valves brands. We are best known for having the lowest pressure drop designs available. USV is ISO 9001:2015 certified.
USV s vision is to empower our employees to recognize and drive actions on opportunities take calculated risks and make datadriven decisions to double our revenue in 5 years. We will achieve this by developing our talent delivering novel solutions and solving unique customer challenges.
The Customer Experience Specialist position will be located at the Linthicum MD US Valve site. Established in 1999 out of the growing needs of valves at Airtech Vacuum Inc. US Valve is a manufacturer of elastomer hinge check valves dual disc check valves and medical ball valves sold through the US Valve and Techno Check Valves brands. We are best known for having the lowest pressure drop designs available. USV is ISO 9001:2015 certified.
USV s vision is to empower our employees to recognize and drive actions on opportunities take calculated risks and make datadriven decisions to double our revenue in 5 years. We will achieve this by developing our talent delivering novel solutions and solving unique customer challenges.
Position Summary
The Customer Experience Specialist should be a subject matter expert on the company s OrdertoCash process within our ERP system and Customer Relationship Management system (CRM) if applicable. The position will be responsible and accountable to ensure we are accurate and timely with order processing order acknowledgement customer responsiveness to inquiries shipment status customer complaints Return Material Authorization (RMA) processing etc. The objective of the role and department is to provide our customers with a great experience and ensure we are easy to do business with.
This role will be highly collaborative with sales production logistics finance and engineering.
Responsibilities
1. Develop subject matter expertise of company s OrdertoCash process in the ERP system defined as order entry sales orders and understand the flow of work orders pick sheets shipping along with invoicing processes.
2. Owns Customer Experience function from beginning to end delivering an overall pleasant interaction including:
Key 80s account customer order entry order acknowledgement and assist with 20s accounts.
Key 80s account customer quotations for validated part numbers plus assists on other 20s quote requests as needed.
Key 80s account customer order status shipment updates/tracking and issues.
Key 80s account customer inquiries complaints RMA processing.
3. Owns and acts as an liaison for our customers being their internal advocate and escalating major customer changes/challenges to leadership while maintaining a company perspective.
4. Collects appropriate customer data for valid company decisions on order cancellations returns changes and other related matters.
5. Assists with customer forecasting/planning functions to be proactive in meeting customer requirements.
6. Interacts/Coordinates with inside and outside sales production engineering logistics and leadership to stay current on customer accounts production shipping status and order fulfillment status to ensure smooth order processing.
7. Actively participates in cross functional meetings to represent the customer and provide their input/feedback.
8. Performs PO review for corrections with price terms export compliance and escalates where required.
9. Enters new product item requests where needed to support system order function.
10. Collaborates with Inside & Outside Sales to provide internal customer account support as necessary
11. Maintains financial accounts by processing customer adjustments credit cards and international documentation for payments.
12. Provides phone support for incoming calls.
13. Assists with other local Accounts Receivable & Payable Functions
AR to assure accounts are in good standing for credit terms credit limits and timely payments.
AP function by matching POs packing slips and product quantities with supplier invoices received.
14. Supports customer account management maintenance and records.
15. Always curious in continuing to develop knowledge of our products and services.
16. Assists with inventory management
17. Other duties as necessary
Requirements
Excellent written and oral communication skills; ability to communicate with empathy and detail
Ability to convey a collaborative and positive attitude even when interacting with difficult situations/customers
Strong organizational and time management skills and ability to prioritize
Must have exceptional attention to detail
Selfstarter with a strong sense of urgency and follow up skills
Ability to develop structured processes
Ability to navigate and collaborate across functions to problem solve topics for customers
Works effectively in a team environment; both with internal and external stakeholders
Consistently operates at the highest level of integrity and is never willing to compromise with regards to ethical standards
2 or 4year college degree preferred
5 years of work experience in customer service/support roles required
Highly proficient in MS Office Applications; especially Outlook Excel and Word
Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus)
Benefits
- (Optional) List Benefits Here
TOCGRP is proud to provide equalopportunity employment to all employees and applicants without regard to race creed color religion national origin citizenship ancestry age veteran status disability pregnancy marital status genetic information or any other categories protected by federal state or local law.
2+ years of office coordinator, accounts receivable, administrative assistant or similar experience High School Diploma or equivalent Technical Aptitude including but not limited to proficiency in MS Office, specifically Excel, Word and Outlook. Experience with Pivot Tables, ERP and Expense Reporting are Required Strong attention to detail and ability to perform in a fast-paced environment Customer-centric attitude and approach with the ability to problem solve and provide direct information to both internal and external customers Team mentality with strong communication skills both verbal and written Ability to preform assigned responsibilities autonomously A Can-Do Attitude
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