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Customer Experience Specialist- Private Label in Dallas, Texas at American Leather Operations LLC

NewSalary: $23.00 - $26.00/hr
American Leather Operations LLC
Dallas, Texas, 75236, United States
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Job Description

SUMMARY

Under the direction of the Vice President of Support Services, Customer Experience Specialist – Private Label interfaces with American Leather’s hospitality accounts to ensure orders and shipments are accurate and timely.


The Customer Experience Specialist – Private Label plays a key role in developing and maintaining positive relationships with internal and external customers by providing effective support and service through both verbal and written communication as well as an in-depth understanding of the company’s products. The candidate should have a customer-centric approach to resolving issues and exceeding customer expectations. The Customer Experience Specialist – Private Label should be well-versed in problem solving, time management, communication skills, and the use of multiple systems.


PRIMARY RESPONSIBILITIES
  • Provides timely and accurate information to customers, Brand Ambassadors, and other interested parties on a variety of topics including product features, product warranty, order fulfillment, pricing, and credit.
  • Processes customer orders/changes according to established department policies and procedures.
  • Processes customer returns according to established department policies and procedures
  • Works closely with the Credit Department to resolve disputed credit items.
  • Provides timely feedback to management regarding service failures or customer concerns.
  • Approves and processes service credits up to $1,000 without additional approval from the manager
  • Performs other related duties as assigned
  • Provides timely and accurate information to incoming status and product knowledge requests
  • Process order, warranty, part and service requests
  • Work closely with other departments to resolve issues and support growth
  • Provides feedback regarding customer concerns

    • KNOWLEDGE SKILLS & ABILITIES
  • Ability to organize and manage multiple priorities including conflicting demands and requests from internal and external customers
  • Working knowledge of Microsoft Office including Word and Excel
  • Experience in addressing and resolving customer issues with tact and diplomacy
  • Ability to communicate clearly with customers primarily via telephone using a strong command of the English language
  • Ability to work in a team environment
  • Ability to work with database or ERP system

    • MINIMUM REQUIREMENTS

  • High school degree or equivalent
  • Three to Five years of customer service experience

    • Monday - Friday
    8:00 a.m. - 5:00 p.m.

    Job Location

    Dallas, Texas, 75236, United States

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