Job Description

FULL TIME | IN-OFFICE

Boulo Solutions is sourcing candidates for a plumbing distribution company in Moody, AL looking to hire a Customer Experience Associate to join their team. If you excel in communication, have a customer centric attitude, have sales experience, enjoy learning new products and software and are reliable and driven we want to talk to you!

Location: In Office in Moody, AL

Hours: 9:30-6:30 to start but adjustment earlier day is possible.

Hourly Rate: $18.10 for Level 1 plus quarterly bonus after 90 days

Benefits: Healthcare, PTO, 401k

The Customer Experience Level I is responsible for offering complete and comprehension service to the customer. He/she is knowledgeable about the company processes and procedures, has product and offerings knowledge, and holds the integrity standard of the company. A Customer Experience Level I executes the company’s vision, mission and values at all times while being the bridge from the company to the end-customer making every client experience a delight. A successful Customer Experience Associate must also to work with a positive and uplifting attitude. Be eager to learn, grow and adapt. Communicate with others in a way that you would want others to communicate to you. Must be respectful of other people’s time and also be willing and able to mentor others. The associate must be open to the perspectives of others and have the ability to be flexible. In addition to gaining skill, an associate must continually reduce their error rate to be applicable for promotion.

Responsibilities

• Able to quote all forms of freight.
• Skilled ability to navigate P21 with basic knowledge of Order Entry & F2/F8 functionality.
• Able to navigate and understand vendor portals.
• Full understanding of the ‘Life Cycle’ of a ticket.
• Able to provide crossover & replacement options on popular product groups such as toilets & faucets.
• Basic understanding of the nomenclature for our Top 5 Brands.
• Willingness to upsell product.
• Awareness of display & sample programs to be able to field those requests to the Sales Team effectively.
• Has the ability to decipher & resolve basic issues.
• Conducts consistent follow up on both quotes & active orders.
• Clearly & proactively communicates with our customers and team.
• Basic understanding of the RGA process.
• Ability to work with Accounting on credit & debit memos.
• Understanding of the job quote process / parameters for Inside Sales.
• Basic understanding of the company's place in the Supply Chain.
• Basic Understanding of how Freight Gap occurs.
• Knowledge of how your contributions directly impact our business.
• Basic understanding of each of company Revenue Channels with the ability to perform the required work to support them.
• Full understanding of our company goals and the willingness to do your part to help the company achieve them.

Requirements

• High school diploma or general education degree (GED); or 3-5 years of related experience and/or training; or equivalent combination of education and experience.
• Intermediate experience with Microsoft Office
• Intelligent critical thinking and problem-solving skills
• Excellent written and verbal communication skills
• Detail-oriented with strong organizational skills
• Fast-paced work ethic with a high emphasis on holistic quality

Competency

• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance.
• Verbal Communication - Speaks clearly and persuasively in all situations; Responds well to questions and /or concerns.
• Teamwork - Contributes to building a positive team spirit.
• Ethics - Works with integrity and ethically.
• Organizational Support - Follows policies and procedures.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Quantity - Meets productivity standards; Completes work in timely manner.

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