Customer Experience Representative from Dallas

Department: Sales

Reports To: VP of Sales

Job Overview:

The Customer Experience representative at Ev-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