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Rinchem - Customer Experience Specialist 101

Company: Rinchem Company and affiliates
Location: Albuquerque
Posted on: October 15, 2020

Job Description:

RINCHEM - CUSTOMER EXPERIENCE SPECIALIST 101

Rinchem Corp, 5131 Masthead Street NE, Albuquerque, New Mexico, United States of America Req #1547
Friday, September 18, 2020

Rinchem Company, Inc. is a chemical management solutions provider with proven expertise in creating and managing safe and efficient supply chains for high purity, pre-packaged chemicals and gases. We apply four decades of team-building and innovation to provide the most reliable, efficient, and cost-effective solutions for our customers. Our company is growing and with growth comes opportunity. Rinchem Company is in need of a Customer Experience Specialist to join our talented team here in our Albuquerque location. If you have the skills and experience listed below, please apply to this posting and one of our Recruiters will be with you within 48 hours. We hope to hear from you soon!


JOB SUMMARY: Supporting customers as a part of the Customer Experience group.



PRIMARY RESPONSIBILITIES AND CUSTOMER SERVICE DUTIES:

* Perform customer outreaches to collect customer experience data

* Track, report, and escalate customer cases as needed according to our escalation policies

* Analyze data to identify trends, potential causes, and potential solutions

* Influence internal parties to collaborate and interact with Customer Experience

* Facilitate necessary communication to resolve customer issues and requests

* Document processes

* Conduct onboarding meetings with new and expanding customers

* Review contracts to ensure standardized components

* Maintain accurate records in the case management system

* Actively seek customer experience data via non-traditional resources such as accounting data, safety data, etc.

* Other customer critical tasks assigned as needed

Ability to obtain and maintain Customer Service Certification (internal training)

QUALIFICATIONS:

* Strong Customer Service experience, preferably in a B2B environment

* Bachelor s degree preferred

* Strong experience in computer use, particularly in applications common to professional environments

COMMUNICATION SKILLS

* Ability to initiate and maintain relationships with internal and external customers

* Ability to create accurate, meaningful and professional correspondence

* Ability to stay composed in conflict situations

* Fluent in English, both written and spoken. Bilingual abilities in Korean, Mandarin, or Hebrew would be valued, but not required.

COMPUTER SKILLS

* Computer Literate

* Ability to learn system(s) of record

* Accurate data entry

* MS Office suite skills and experience (MS Word, MS Excel, MS Outlook and MS PowerPoint)

* Service Cloud proficiency preferred

OTHER SKILLS AND ABILITIES

* Ability to compile and analyze data and prepare reports from the data. Requires visual acuity, reading skills, mathematical skills, and analytical skills.

* The ability to thrive and take initiative in a highly unstructured environment.

* Familiarity with process improvement, root cause identification, and corrective/preventive action identification



OTHER DETAILS

* Job Family G&A Staff

* Job Function Staff

* Pay Type Hourly

* Travel Required No

* Required Education Some College

AA EOE

Keywords: Rinchem Company and affiliates, Albuquerque , Rinchem - Customer Experience Specialist 101, Other , Albuquerque, New Mexico

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