Department: Sales
Reports To: VP of Sales
Job Overview:
The Customer Experience representative at Eva-Last has a pivotal role, responsible for supporting customer accounts. The position requires experience in customer service, sales support along with order management. The customer Experience Representative will focus on developing long-term relationships, optimizing sales processes and ensuring customers receive an exceptional level of service.
- Key Responsibilities: Account support
- Support develops relationships with high value and strategic customer accounts
- Elevate customer issues in a prompt and professional manner
- Recommend tailored solutions and proposals to meet customer needs and exceed expectations
- Performance Analysis & Reporting: Analyze account performance data to identify trends, risks and opportunities
- Report on key performance metrics to senior management, providing actionable insights and recommendations
- Order Processing: Accurately enter orders into the system, ensuring all details such as quantities, pricing and shipping information are correct
- Verify all orders for accuracy and completeness, resolving any discrepancies before processing
- Inventory Management: Monitor inventory levels to ensure products are available to meet order demands
- Coordinate with the procurement team to replenish stock as needed to avoid shortages
- Customer Service: Serve as the primary point of contact for wholesale customers, addressing inquiries and resolving issues related to orders, deliveries and returns
- Provide customers with updates on order status, including confirmation, shipping, and delivery information
- Coordination and Collaboration: Work closely with sales, warehouse, and logistics teams to ensure orders are processed and fulfilled efficiently
- Arrange and coordinate shipping and delivery schedules, ensuring timely and cost-effective transportation of goods
- Problem Resolution: Address and resolve any issues that arise during the order processing and fulfillment stages, including delays, shortages, and quality concerns
- Manage the process for returns and exchanges, ensuring customer satisfaction and proper handling of returned goods
- Qualifications: Highschool Diploma/GED, bachelor’s degree a plus
- 3 years of experience in inside sales, or customer support with a positive track record of managing customer accounts
- Excellent Analytical skills and extensive experience in CRM software a plus
- Excellent communication and relationship-building skills
