Customer Experience Representative is the primary responder and daily manager for all general and incoming customer related or sales support related calls to the call center; and provides 100% issue resolution and service support to the Hansgrohe, Inc. customer base, representatives, sales management team and all other stakeholders. The Customer Experience Representative further ensures that the specific business procedures and polices of Hansgrohe, Inc. are adhered to, while the varied requirements and needs of our customers are met in a professional manner.
Essential Duties and Responsibilities
- Serves as the first responder and final resolution for all incoming customer related, sales representative or sales management related calls.
- Responsible for maintaining good customer relationships and projects a positive, helpful attitude.
- Responsible for answering all customer, sales representative or sales management emailed, faxed or voice mail requests within 24 hours.
- Cross trained on all aspects of the order entry, sales support entry, troubleshooting, issue resolution, product knowledge/technical knowledge and product support process.
- Works to troubleshoot potential problems and rectify existing problems.
- Supports and adapts to the implementation of new or changing methods for customer service, sales support, and other vital functions.
- Enters customer orders, filing all documentation related to customer’s orders.
- Enters verbal or faxed/emailed RGA requests and offers tracking assistance on follow up calls.
- Confirms fax back numbers and enters new fax back information upon request.
- Enters all verbal or faxed/emailed sales support orders. Such examples may include: personal use orders, cost center orders and others.
- Assist customers by email, chat, phone or fax with information concerning order status or changes; provides tracking information, product availability, pricing and ETA’s plus any additional requested support.
- Process orders via SAP order entry system, including verification of key data to assure accuracy.
- Assists customers with requests to correct errors that may have occurred during order entry, shipping or invoicing; such as discrepancies with pricing, discounts, incorrect product or quantity.
- Documents the corresponding order and files in the appropriate customer file.
- Acts as a liaison between Hansgrohe, Inc and its customers, independent sales representatives, regional managers, internal employees/departments, and all other stakeholders whose job functions affect the customer.
- Maintains familiarization of the product line, prices, delivery time and various marketing promotional services and similar data as required. Offers alternative product selections when a product is out of stock or has been phased out. Offers information to the customer regarding current sales or marketing programs that may be beneficial to the customer or the customer’s order of inquiry.
- Proficient user of SAP, and other required operating systems. Attends Hansgrohe trainings associated with these systems or any other function necessary to ongoing job growth and performance.
- Ensures that customer needs and concerns (beyond the Customer Experience Representative position) are communicated to the appropriate person(s) or department(s) in a timely manner.
- Performs other duties as assigned. “Good Attendance” as per the Hansgrohe Attendance Policy
Language Skills
- Must have solid command of the English language both verbal and written. Must be able to read and comprehend written and verbal instructions, correspondence, and memos. Write simple correspondence.
- Effectively present information in one-to-one and small group situations to customers, vendors, representatives and employees of Hansgrohe, Inc.
Knowledge and Skills
- Ability to problem solve, to work in a fast-paced environment, to handle difficult situations and to provide superior customer service to both external and internal customers and staff.
- Proficient computer skills including Microsoft Office Suite
- Prefer 1 year of customer service experience.
Education and Work Experience
Bachelor’s Degree preferred. Any equivalent combination of experience, training and/or education approved by Hansgrohe Human Resources may be considered.
Core Competencies: Global Diversity*, Continuous Improvement, Safety, Customer Focus, Integrity*
Execution Focused.
Customer Experience Representatives Competencies: Making Sound Decisions, Leading Change
Business Mindset, Planning & Organizing, Driving Results, Relationship Management, Communicating Effectively, Negotiating Conflict
