Customer Experience Lead

Senior Process Associate - Customer Experience Lead
Remote

In the role of Customer Experience Lead, you will execute transactions by prescribed guidelines and timelines, follow all predefined procedures with the objective of obtaining targets and to ensure that the performance parameters are met. Customer experience Lead will own operational performance and backlog management for assigned accounts, ensuring timely order actions and shipments.

Your responsibilities will include, but are not limited to:

• Has knowledge to navigate all client systems and tools or required for awareness in the role
• Stay up to date on system enhancements, training and new capabilities from Business Transformation
• Understands assigned customer contact requirements for SLA and adherence
• Communicates status, issues, and risks for all owned processes for SOMs and on calls
• Subject Matter Expert for customer experience Representatives questions and troubleshooting
• Be involved in day-to-day customer interactions, knowledge management and process reengineering activities.
• Owns backlog management activities for production orders ensuring all orders are actioned, and downstream activities occur and orders ship on time
• Works with internal team members and acts as SME, trainer and escalation point for the team on tools and processes
• Possess an independent mindset to use critical thinking skills to reach a resolution within the scope of the job
• Proficient in Microsoft applications: Outlook, Excel, Teams
• Good time management skills to priorities their working day and be efficient
• Ensures customer backlog is accurate, updates promise dates to make sure the dates are reflected realistically and no duplicate Purchase Orders and Sales Orders booked

• High School Diploma or GED Equivalent
• At least 1 year of experience relating to the job description

• Strong Customer Service Skills
• Strong Communication and organizational skills
• Inventory reporting
• Supply Chain Knowledge