Customer Experience Representative National Accounts - Benjamin Moore & Co

At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all. 

Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.

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Overview: A successful National Accounts Customer Experience Representative is a dedicated problem-solver with excellent communication skills and a genuine passion for helping customers. They serve as ambassadors for the company, playing a vital role in building and maintaining customer relationships. As a National Accounts Customer Experience Representative, you will be expected to proactively take initiative, hold yourself accountable, adapt to change, communicate effectively, collaborate in teams, maintain professionalism, commit to personal growth, and uphold integrity in all interactions.

RESPONSIBILITIES:

• Deliver consistently excellent customer service via phone and writing, utilizing systems and resources for accurate, timely issue resolution.
• Communicate information to customers, contractors, and the sales team regarding orders, deliveries, product availability, order-specific policies, freight policies, product details, and pricing.
• Gather and evaluate relevant details to handle inquiries and complaints, resolving customer issues or escalating as needed. Develop thorough documentation for colleagues to ensure standardized customer support.
• Maintain professionalism while liaising with Supply Chain personnel and Retailers to coordinate special delivery requirements and resolve issues related to product availability.
• Collaborate with Credit and National Accounts Operations teams to escalate issues, relay inquiries/complaints, and drive improvement exceeding customer expectations.
• Accountable for initiating outbound calls to Retail Stores to ensure timely order processing for National Accounts customers.
• Oversee or process orders submitted through Hybris, email, and phone calls to ensure timely fulfillment and processing.
• Proficiently initiates orders for our high-touch customers with personalized SOPs, often necessitating additional access and proficiency in other line of business systems.
• As a member of a small department, actively seeks opportunities to support colleagues in completing the department's daily workload once personal tasks are finished.
• Additional duties involve offering versatile aid through cross-training and support to surpass performance, customer satisfaction, and service level objectives.
• Other duties as assigned.

QUALIFICATIONS:

• Minimum of 1-year customer contact center experience preferred.
• High School Diploma or equivalent required.
• Emphasizes excellent customer service.
• Previous SAP experience preferred.
• Proven capability to prioritize and handle multiple tasks.
• Good organizational skills; detail oriented; self-starter.
• Excellent verbal, written and telephone communication skills.
• Basic knowledge of Windows, MS Office Suite, and Google Chrome required.
• Demonstrated ability to multi-task with keyboarding and phone required.
• Must be able to work in a team environment.
• Ability to work occasional overtime is required.
• Effective problem-solving skills.