Our Pet Segment is searching for a Customer Experience Associate in our Hamilton, NJ location. This position is responsible for providing best-in-class service to customers and business partners. Provide support for orders and credits for the assigned market in adherence to quality standards, deadlines, and proper procedures. Assist in building region sales volume in an efficient and profitable manner. Customer Experience Associates will be expected to provide exceptional customer service by answering phones and handling all customer interactions through our CRM, Salesforce.


MEASURES OF SUCCESS

• Handle large volume of inbound and outbound calls to clients.
• Process all orders and credits with high accuracy.
• Manage phone service levels, utilizing CISCO phone platform.
• Demonstrate customer satisfaction best practices (follow up and notification)
• Maintain customer interactions through the utilization of Salesforce.
• Collaborate with other departments to assist in solutions for clients.
• Participate and support customer interactions related to websites.
• Coordinate a problem-solving approach when resolving challenges.
• Efficient time management and meeting all department objectives.
• Assist in developing continuous improvement plans for respective market.
• Effective order management, credit and report processes
• Meeting or exceeding sales objectives provided.

• College education preferred or five years customer experience.
• Proven experience in Data entry, Process Order Management (purchase orders, returns, issuing credits)
• Good written and oral communications skills
• Able to handle 30-50+ customer interactions per day while maintaining detailed, personalized, friendly, and polite service to ensure customer retention.
• Active listening skills in handling all customer interactions.
• Detail-oriented and ability to manage multiple tasks.
• Experience with MS Office Suite including Excel, Word, Outlook and PowerPoint
• Prelude and Cognos preferred but not required.
• Coachable and willingness to participate in self-development.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.