Customer Experience Advocate

Company: Panduit Corporation
Location: Tinley Park
Posted on: September 19, 2023

Job Description:

What We Can Offer YouOur Total Rewards Program provides competitive health and financial benefits as well as continuous opportunities to learn, grow, and develop. We are committed to offering our employees flexible work schedules and work from home opportunities to help you thrive. Additionally, we encourage a spirit of continuous learning and promote well-rounded development as part of our commitment to help you realize your professional goals. Panduit recognizes that our employees are key to our success, and we strive to cultivate a diverse and inclusive work environment that strengthens our Company and enables every employee to reach their full potential.

• Tuition assistance to attend college or obtain an advanced degree
• Growth & development opportunities for promotion and stretch assignments
• 3 weeks paid vacation + 5 sick days + 1 volunteer day + 11 holidays
• 401K match (no vesting) + profit sharingWhat We Are Looking ForThe Customer Experience Advocate (CEA) is responsible for being on Panduit's front line to ensure the customer receives a frictionless experience in doing business with Panduit. By independently administering to all aspects of the customer experience for Panduit. The CEA is responsible for coordinating across all functional units to quickly resolve specific customer requests and needs, both stated and implied. The goal of this role is to provide transparency to customers using critical thinking and problem-solving techniques on internal and external customer inquiries as well as provide proactive solutions, thus delivering a frictionless customer experience. Key tasks include direct customer communication by a variety of channels, order management across the Panduit fulfillment chain, and information and exception management. Role reports to Supervisor, Customer Experience.Panduit is known for providing world class Customer Experience. Team members are provided extensive on the job training to fully prepare them for their role as a Customer Experience Advocate.What You Will Do
  • Be part of a team while working Independently managing all customer requests, including orders, discrepancies, product inquiries, returns, and/or any physical or transactional exceptions throughout the order cycle process including physical delivery of inventory. Independently work with all channels within Panduit (GSC, Pricing, SPA, A/R, Sales and BUs), to meet the customer's expectations which results in achieving a frictionless experience creating brand preference.
  • Responsible for maintaining and building relationships with all customers especially assigned Panduit customers and sales teams, through excellent communication and interpersonal skills. Collaboration with Panduit sales to develop efficient methods for resolving issues with external customers.
  • Work independently to propose solutions and resolve issues for customers, then work with internal teams to ensure that solutions are carried out in a timely fashion. Provide solutions such as commercial exceptions, corrective action on freight/carrier issues, damage goods, transactional errors (order entry, shipment, etc.), expedite stock and non-stock inventory to meet customer deadlines, provide product substitutions.
  • Utilizing various platforms such as Oracle, Microsoft Dynamics & Cisco; team members assist with order discrepancies, shipping status and tracking, shipment claims, product questions and date improvements.What You Will Bring
    • Required Degree: Associates degree in a business or technical focus.
    • Preferred Degree: Bachelor's degree with business or technical focus. Or related experience of 5+ years
    • Years of Experience: 0-2 yearsWe thank all those interested in joining the Panduit team; however only those that complete the online application and meet the minimum job qualifications will be considered for this role.Panduit is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Keywords: Panduit Corporation, Tinley Park , Customer Experience Advocate, Other , Tinley Park, Illinois