Customer Experience & Retention Specialist

Join the Winning Team at ATS sortimat USA, LLC, a great place to automate your future! Take your place among the best in the business, and grow your career with ATS sortimat. Join an environment where a passion for innovation is combined with an uncompromised commitment to quality.

 

Benefits ATS sortimat offers:

* Medical/Dental/Vision

* 401k

* Fitness Membership Reimbursement

* Paid Volunteer Time Off

* Plus more

Job Description

This position is responsible for driving exceptional customer experience for the Service department. The Customer Experience Specialist will work as a customer advocate to provide requested information about products and services and work with the team to develop programs that drive improvement of overall customer satisfaction.

 

Essential Job Duties

  • Drive exceptional brand & buying experience
  • Implement and drive Key Performance Indicators (KPIs) to measure performance throughout the customer lifecycle 
  • Support data collection, reporting and analytics for key metrics 
  • Collect and analyze customer interaction information to identify useful data drivers in the optimization of the customer experience
  • Support the generation of new quotes and order fulfillment
  • Own the Spare Parts Daily on Time Delivery (OTD) KPI Reporting; drive action by interfacing with internal buyers and/or vendors to expedite and track orders and ensure on-time delivery
  • Identify customer service issues; work with the appropriate departments to drive to a resolution
  • Manage the survey response program; increase survey deployment, improve response rates and NPS scores
  • Retain detailed records of customer survey responses; identify trends of both promoter and detractor details
  • Track and analyze trends with customer complaints and identify areas for improvement 
  • Drive training and improved understanding of the customer service personnel on the associated benefits/consequences of their decisions/actions on the customer experience
  • Build and maintain strong customer relationships
  • Drive customer journey mapping activities within the organization
  • Maintain International Standardization Organization (ISO) standards
  • Full compliance to the terms and conditions within the employee signed work from home policy
  • Other duties as assigned
  • Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct
  • Adhere to health and safety policies and practices
  • Conform to all pandemic requirements identified by regulating authorities and ATS leadership during pandemic situations
     
Additional Information

Qualifications:

  • Bachelor of Science in Business Administration or a Bachelor of Science in a similar discipline is required
  • 2+ years of experience using Net Promoter Scores
  • Journey Mapping experience strongly preferred
  • 2-4 years of Customer Service-related experience; Industrial Automation industry or other technical product company experience is a plus
  • Well versed using Customer Relationship Management (CRM) software, Salesforce is preferred
  • 1+ years of data analytics experience
  • Ability to read, write, and understand English in a professional manner
  • Detail-oriented with strong multi-tasking abilities
  • Ability to provide superior customer service
  • Ability to adapt to frequent change in a high-pressure environment
  • Ability to influence and hold others accountable
  • Capacity to navigate a matrix organization
  • Proficient with Microsoft Word, Excel, Power Point, & Outlook
  • Ability to accurately document customer information (VOC) and articulate to the organization
  • Willing and able to travel up to 25%
  • Must be have a valid passport or obtain one within 30 days of start date, as this is an essential job function

 

Relocation assistance is not available for this role
Visa sponsorship is not available for this role

Posted
09/24/2020
Salary Range
$26,000.00 - 36,000.00
per Year
Salary range estimated by
Location
Rolling Meadows, IL 60008-3833, US