Cellofoam North America - Conyers, GA
posted about 2 months ago
The Customer Experience Professional at Cellofoam North America Inc. is responsible for handling customer inquiries and concerns with discretion and independent judgment. This role involves maintaining both electronic and physical customer files, ensuring that all customer interactions are managed effectively and efficiently. The position emphasizes a strong commitment to safety, requiring all employees to adhere to safety standards and practices to foster a secure working environment. In this role, the Customer Experience Professional will address customer questions regarding project status and related issues, ensuring that all inquiries are responded to promptly and courteously. The position requires answering telephones, processing authorized orders, and providing standard information about service options, charges, billing, and contract parameters. Collaboration with production staff and external vendors is essential to communicate customer information regarding guidelines and production schedules. Additionally, the Customer Experience Professional will work closely with the sales team to process new part number requests, complete forecasts, and identify prospects. This includes submitting quote letters to customers and addressing any customer issues that arise. The role also involves entering and preparing paperwork for the shipping department and Plant/Site Manager, managing customer inventories, and performing regular touch calls to develop customer trust and generate new orders. The position requires maintaining customer profiles and records, ensuring that customer concerns are understood and resolved effectively. The Customer Experience Professional will also work with the credit department to resolve disputed credit items and maintain a positive work atmosphere that respects all team members. This role is dynamic, with responsibilities that may change as needed, and it requires a commitment to the company's focus areas: Safety, Financial, Customer, and People.