Customer Support Specialist assisting the Mable community through high - volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
About the role
- Customer Experience Associate ensuring service delivery and customer satisfaction for Wella Company. Responsible for managing order processes and improving customer interactions in a hybrid role.
Responsibilities
- Champion the customer experience by ensuring responsiveness, transparency, and reliability in all interactions.
- Recommend process enhancements that improve customer satisfaction and reduce friction.
- Ensure data integrity across all customer and order records.
- Issue reports on service performance, order metrics, and delivery KPIs.
- Create and maintain accurate initial order entries, ensuring high product and service quality.
- Respond to customer inquiries regarding products, pricing, and order status in a timely and professional manner across email, live chat, text, and phone conversations.
- Handle emergency orders and implement alternative procedures for urgent customer needs.
- Support on-time delivery and manage returns, refusals, and logistics exceptions.
- Proactively inform customers and sales teams of shortages, damages, and transportation updates.
- Identify and implement improvements in order management and logistical processes.
- Collaborate with cross-functional teams to define and document SOPs, job aids, and training materials.
- Support strategic initiatives such as promotional cycle management and pipeline order planning.
- Assist in defining month-end and year-end targets in partnership with finance and supply chain teams.
Requirements
- Bachelor’s degree in related field preferred.
- Microsoft Dynamics experience preferred, Excel (formulas, functions), general computer experience required
- Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers
- Collaboration Skills: Ability to work collaboratively across different styles. Develop strong partnerships. Must be able to work well with people not physically collocated
- Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc).
Benefits
- Health insurance
- Life and disability insurance
- 401(k) retirement plan
- Paid holidays
- Paid time off (PTO)
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