Job Title: Customer Experience Specialist
Location: 1925 Alum Creek Dr. Columbus, OH 43207
Reports To: Director of Operations
Job Type: Full-Time
Schedule: Monday – Friday, 8:00am – 4:30pm
Compensation: $20.48
Role Summary:
The Customer Experience Associate is responsible for achieving and exceeding defined operational objectives while delivering a consistent WOW! experience to customers and visitors. This individual serves as a key point of contact for clients and vendors and they are expected to represent Crimson Cup with empathy, professionalism, integrity, and enthusiasm.
Qualifications:
- Proficient in Microsoft Word/Excel
- 2-3 years plus years Customer Service Experience
- Specialty Coffee & Tea enthusiast
- Exceptional interpersonal and professional communication skills
- Strong commitment to overall Customer Experience through building relationships and timely follow through
- Experience managing multiple cases at a time
- Inherent sense of urgency and curiosity
- Strong attention to detail
Responsibilities:
Support & Communication
- Field incoming phone calls and/or emails and direct to appropriate Crimson Cup contact.
- Respond promptly to customer inquiries via phone and/or e-mail.
- Investigate and resolve customer related issues; properly documenting in cases within NetSuite.
- Handle feedback, complaints, or returns efficiently while maintaining a positive brand image.
- Provide support for applicable website-based channels to include navigation, user settings, and access.
- Assist customers with other account adjustments as needed.
Order Management & Fulfillment Coordination
- Work with the current logistics provider to investigate and resolve concerns associated with the delivery of customer shipments.
- Notify customers of concerns, delays or updates to their orders proactively.
- Work closely with the warehouse or roasting team to manage special requests or packaging requirements.
- Assist applicable customers with the entering of sales orders into NetSuite.
- Manage Customer pick-ups.
- Manage the creation and fulfillment of sales orders for marketing materials for the Featured Drink Promotion.
Data Management & Reporting
- Maintain accurate customer profiles and purchase histories to personalize interactions.
- Provide feedback to the marketing, sales, or production teams based on customer insights.
- Use "CASES" to determine patterns of product concerns that may need attention.
- Manage and complete any reporting requests as directed by CE Supervisor or Operations Leadership.
Behind the Scenes Support
- When feasible, qualified and needed; provide support in the warehouse or other operational areas (i.e. delivery support).
- Provide support for Sales staff entering sample requests and event needs to be fulfilled.
- Create and customize sales orders for the opening inventories of our 7-Steps Coffeehouses.