Full Certification Available
Preferred Procurement Eligibility: As a small, woman-owned enterprise, Wink Fasteners qualifies to participate in diversity programs, objectives, and various preferred procurement programs of many local and state agencies. If we are not qualified, we can get qualified.
Customer Experience Specialist
Do you want control over your customers’ experience? Ever thought about getting a bit of a workout while actually working? Do you love helping customers over the phone while building lasting relationships? We may have THE job for you. We are looking for someone to own the customer experience from beginning to end. In our world, we call this position a Customer Experience Specialist.
Wondering what we do? Wink Fasteners is a small, well-established, and growth-oriented Business to Business international special-metals fastener distributor located about 30 minutes from downtown Richmond. With the small size of our organization, we provide a great opportunity for you to learn, grow and fully contribute to the organization’s success.
Just curious, are you a rare individual who actually likes numbers and people? Not only are numbers the way businesses keep score (to us business is a game), but our parts require familiarity and comfort with fractions and decimals. In fact this is so critical to success that we test for this right up front.
OK we mentioned a workout - our products are heavy. You need to be able to repeatedly lift up to 50 pound boxes as you pick orders, pack them and ship them. You should be feeling stronger already. Half of your time will be spent in the warehouse to make sure our customers are getting what they ordered, how they want it packed and of course on time, while the other half will be spent focusing on the front end of our customers’ experience. The front end includes setting up new customers including credit checks, taking quote requests and entering them in our computer system. Different types of office work.
Are you motivated by helping people and developing relationships over the phone? We will help you grow into an expert in the technical aspect of the business so you can be the reliable go-to source for any questions about Wink products. You will always be learning in a dynamic environment. Wink's has a promise of being the knowledgeable source and we need you to help us deliver on that promise.
If this sounds like the job for you, we would love to meet you. Please send your resume to email@example.com
Need more of the specifics?
The Customer Experience Specialist supports the company by maintaining and improving office systems; improving customers' experiences by supporting sales; communicating status of orders; accurately and efficiently setting up new accounts; shipping orders; accounts receivable (invoicing & deposits) and collections; and ensuring legal compliance in the areas of sales contracts (orders).
RESPONSIBILITES AND DUTIES:
Develop relationships over the phone with customers, prospects, suspects, as required, while answering customers' technical questions and instilling Wink's Promise of being the knowledgeable source.
Enter quotes, sales orders, leads and customers into computer database and utilize relationships to generate additional business.
Responsible for processing all incoming quote requests for items on our website. Pick, pack & ship (or stage) product per order requirements and in a way which enables product to be delivered on-time, organized and in good shape to the customer.
Generate Bill of Lading and necessary documents for domestic and international truck shipments.
Use problem solving skills to resolve and monitor customer return issues including entering return authorizations with appropriate restocking charges.
Call or email all web customers who order on-line to advise realistic delivery status.
Maintain positive proactive communications with customers on order/ inquiry status.
Develop and maintain filing system as well as a filing archive process to organize all files on computer.
Assist sales with mailings, surveys, data entry and additional follow up as requested.
Conduct new customer credit checks, includes managing signed terms and filing.
Responsible for collections, including calls and letters to slow paying accounts and escalation to collection agency when necessary.
Handle deposits, including credit card payments.
Track and ensure compliance with WBE certifications and government registrations.
Knowledge, Skills & Abilities Preferred:
Excellent communication skills and effective listening skills
Previous customer service experience over the phone & email
Previous ERP (or MRP) software experience
MS Office experience
Must be physically able to pick and pack orders in 50 pound boxes, and operate material handling equipment (pallet jack, fork lift) in a safe, productive manner
Strong math comprehension with the ability to measure with scales, counter, calipers, and thread gauges
Strong attention to details
Small business experience
Solution and process improvement focused
If this still sounds like the job for you, we would love to meet you. Please send your resume to firstname.lastname@example.org
We are an Equal Opportunity Employer EEO\V\D.