Customer Experience Representative

WHO WE ARE

          We are a company where people matter. 

          We are family driven. 

          We are financially strong.

          And we are looking for problem-solvers to join our growing team.  

BENEFITS

• Up to 10% Retirement Contribution
• $500 per Year Wellness Incentive 
• Two Weeks Starting Paid Time Off
• Medical, Dental, and Vision - Eligible first day of the month following hire date.

JOIN A TOP WORKPLACE - https://www.youtube.com/watch?v=7nlFHnnfvhk

CUSTOMER EXPERIENCE REPRESENTATIVE

The primary purpose of this position is to provide best-in-class experience for Hydrite customers as it relates to order fulfillment from initial order through delivery of product. This role directly interfaces with customers and is responsible for addressing customer needs and issue resolution by partnering with cross functional teams, including sales, transportation, procurement, and operations.

Primary responsibilities include:

• Provide a high level of customer support primarily via email and phone to ensure timely and accurate order fulfillment including order entry, inventory availability, lead-time management, and tracking.
• Administer customer order changes, expedites, tracking and cancellations.
• Utilize independent judgement and problem-solving skills to resolve inquiries and/or discrepancies.
• Manage and monitor ordering patterns based on seasonality and/or past trends while providing order suggestions to sales.
• Field new customer inquiries while elevating and elevating viable prospects.
• Process all incoming inquires promptly and to the highest level of accuracy.
• Drive process efficiency and customer experience continuous improvement efforts.
• Proactively monitor open orders and communicate foreseen delays (late, notification, resolve, backorders, past due).
• Customer inquiry resolution.
• Identify and escalate priority issues to the appropriate channels.
• Manage assigned accounts and unique customer requirements in accordance with SOPs.
• Aligns cross-functionally with warehouse(s) and operations to confirm product availability.
• All other duties as assigned.

REPORTING STRUCTURE

• This position reports to the Customer Experience Supervisor.

PREFERRED EXPERIENCE

• High school diploma or equivalent required. college degree strongly preferred.
• Minimum of 4 years of experience in related role required in lieu of college degree.
• Accuracy and strong attention to detail required.
• Possess energy, initiative, enthusiasm, cooperation while exercising good judgment and discretion.
• Teamwork, adaptability, and strong problem-solving skills.
• Strong computer skills and proficiency in Microsoft Office Suite required.
• Excellent interpersonal, written, and verbal communication skills.
• Strong understanding and demonstration of Emotional Intelligence (EI).
• Must be driven, organized, and self-motivated with the ability to multi-task effectively with uncompromising dedication to quality.
• Knowledge of ERP/CRM databases preferred, Infor experience a plus.

ADDITIONAL BENEFITS

Benefits and perks include 401k and profit sharing, medical/dental/vision/life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.

WANT TO STAY CONNECTED?  FIND US ON SOCIAL MEDIA

• LinkedIn: linkedin.com/company/hydrite-chemical-co-
• Facebook: facebook.com/hydrite
• YouTube:https://www.youtube.com/watch?v=Bs_493NR8RI

Learn more about Hydrite on our website: www.hydrite.com/careers

Privacy Notice for California Residents: https://www.hydrite.com/Legal/Privacy-Notice-for-Employees.htm