Customer Experience Specialist

Job Title: Customer Experience Specialist

Location: 1925 Alum Creek Dr. Columbus, OH 43207

Reports To: Director of Operations

Job Type: Full-Time

Schedule: Monday – Friday, 8:00am – 4:30pm

Compensation: $20.48

Role Summary:

The Customer Experience Associate is responsible for achieving and exceeding defined operational objectives while delivering a consistent WOW! experience to customers and visitors. This individual serves as a key point of contact for clients and vendors and they are expected to represent Crimson Cup with empathy, professionalism, integrity, and enthusiasm.

Qualifications:

• Proficient in Microsoft Word/Excel
• 2-3 years plus years Customer Service Experience
• Specialty Coffee & Tea enthusiast
• Exceptional interpersonal and professional communication skills
• Strong commitment to overall Customer Experience through building relationships and timely follow through
• Experience managing multiple cases at a time
• Inherent sense of urgency and curiosity
• Strong attention to detail

Responsibilities:

Support & Communication

• Field incoming phone calls and/or emails and direct to appropriate Crimson Cup contact.
• Respond promptly to customer inquiries via phone and/or e-mail.
• Investigate and resolve customer related issues; properly documenting in cases within NetSuite.
• Handle feedback, complaints, or returns efficiently while maintaining a positive brand image.
• Provide support for applicable website-based channels to include navigation, user settings, and access.
• Assist customers with other account adjustments as needed.

Order Management & Fulfillment Coordination

• Work with the current logistics provider to investigate and resolve concerns associated with the delivery of customer shipments.
• Notify customers of concerns, delays or updates to their orders proactively.
• Work closely with the warehouse or roasting team to manage special requests or packaging requirements.
• Assist applicable customers with the entering of sales orders into NetSuite.
• Manage Customer pick-ups.
• Manage the creation and fulfillment of sales orders for marketing materials for the Featured Drink Promotion.

Data Management & Reporting

• Maintain accurate customer profiles and purchase histories to personalize interactions.
• Provide feedback to the marketing, sales, or production teams based on customer insights.
• Use "CASES" to determine patterns of product concerns that may need attention.
• Manage and complete any reporting requests as directed by CE Supervisor or Operations Leadership.

Behind the Scenes Support

• When feasible, qualified and needed; provide support in the warehouse or other operational areas (i.e. delivery support).
• Provide support for Sales staff entering sample requests and event needs to be fulfilled.
• Create and customize sales orders for the opening inventories of our 7-Steps Coffeehouses.