Customer Experience Lead

Customer Experience Lead:

Perform all aspects of customer service in a small manufacturing environment including customer communications, order entry and scheduling, interface with the production department, invoicing products, and other various administrative tasks associated with operations and inventory management in our business.

Job Requirements and Responsibilities:

• Serve as the primary interface for customer communications, communicating with customers through various channels (phone, email, chat, web portals)
• Establish a rapport with customers to effectively support their business needs, promptly responding to customer inquiries and addressing customer concerns in a professional, efficient and timely manner
• Process and schedule orders to meet customer delivery requirements, balancing scheduling guidelines, manufacturing capacity and material constraints
• Communicate with customers in a timely manner regarding order status, updates or changes
• Invoice all customer shipments
• Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
• Be a customer advocate while capturing customer feedback and reporting requests to the General Manager, Engineering or Production team
• Efficiently manage time to focus on essential activities to ensure customer satisfaction and account growth.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of processes
• Perform other administrative tasks associated with operational support and inventory management
• Understand our products to cogently answer questions and relate information to customers
• Communicate and coordinate with production supervisor and purchasing manager as necessary
• Other duties as assigned

Education / Training / Certifications:

• High school diploma with 7+ years' experience, Associates degree preferred

Experience:

• 7+ years relevant customer support experience in a manufacturing environment
• Experience with ERP system and other associated operations applications

Required Skill Sets (e.g. computer skills, communication skills, math, etc.):

• Effective interpersonal and communication skills, both verbal and written
• Proficiency with Microsoft Office suite
• Proficiency with ERP systems
• Accuracy and attention to detail
• Ability to effectively deal with and manage ambiguity and conflicting priorities
• Team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands

Full-Time Employment & Comprehensive Benefits Package, including:

• Health & Life Insurance Coverage + Eligibility Day 1
• 401(k) + Company Match & Immediate Full Vestment
• Performance-Based Bonus Opportunities
• Paid Time Off & Paid Community Engagement Day

We strive for excellence and enjoy delighting our customers. We value integrity and getting it right, not being right. We mean what we say and deliver on our promises. We are blazing a trail and seek leaders to accelerate our journey. We believe that every employee in the company can and should make an impact every day, and we empower them to do so. If you are self-motivated, like to take initiative, and collaborate for success, you will love working here!

If this sounds like you, please apply to join the Anova family in connecting the industrial world - for better.

For more information about how SDI & Anova are transforming the Industrial IOT industry, visit us atwww.anova.com.