Posting Date: |
December 4, 2017 |
Position Title: |
Customer Experience Project Coordinator |
Salary: |
Commensurate with Experience |
Location: |
New Jersey (Headquarters) |
Position Type: |
Full Time |
Description: |
Vantage Apparel, a midsize manufacturer is the nation’s top source for custom logo apparel, with key end clients including Fortune 500 companies, resorts, golf courses, colleges, and casinos. If you’ve been to a store that has employees wearing shirts with logos, there is a very good chance that the product or logo decoration was done by Vantage Apparel. We’ve been the leading innovator in the promotional apparel industry since 1977, and we are looking to add to our Team a Customer Experience Project Coordinator that exemplifies the innovation for which Vantage Apparel is known.
The ideal candidate will be the engaged in all areas of the company where the external customer could be impacted. The successful candidate will be the primary resource customer service focused metrics: phone statistics, outsourcing volume and validation, problem resolution research as it impacts the cus-tomer and/or training of the customer service representative. He/she will outsource projects for order entry assistance along with preparing documentation for meetings and training sessions. They will assist in the problem resolution research for returns along with maintaining individual quality and production logs for the customer service and art departments. The successful candidate will also assist in the onboarding/pre-launch/conversion of a customer to an online customer when needed.
The Customer Experience Project Coordinator will:
- Run Production Phone reports
- Run Smartertools Live Chat reports
- Review 31 calls per day
- Identify training trends
- Identify to manage customer trends
- Provide information to managers on customer interactions
- Research problem order to provide information to managers in a timely manner (10-30 per day)
- Provide research assistance to credit review process
- Monitor outsourced number for accuracy
- Gather and maintain Backorder/late releases/ email backlog to manager
- Segment Open Order backlog report to CSR level for completion
- Act as a quality control agent of the customer service floor
- Backup on order entry backlogs
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Qualifications: |
- Understands and is proficient with the Impress order entry systems
- Excellent demonstrated above average to high excel skills
- Demonstrated ability to work with external customers, outsides sales reps, customer service reps and all customer experience department.
- Interact and collaborate with internal clients to understand data specifications and resolve data load issues.
REQUIREMENTS:
- Associates or Bachelor of Science degree or 5 years related experience required
- Excellent verbal and written communications skills
- MS Excel – must be proficient, with demonstrated
- Working knowledge of Microsoft Access, Word, and PowerPoint
- Strong verbal and written communication skills
- At least 5-7 years’ experience in the field or in a related area
- Ability to work in a fast paced environment, ability to prioritize and multi task
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Remarks: |
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Contact: |
jobs@vantageapparel.com |
Closing Date: |
Until Filled |