Customer Experience Advocate Latam

hace 2 meses

Guadalajara, México Panduit A tiempo completo

At Panduit, Our People Make the Difference. We're looking for individuals who share our passion for innovation, diversity and inclusion, and sustainability.

The 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 on their transactions and requests as well as provide preemptive 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 Supv, Customer Experience.

The 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 on their transactions and requests as well as provide preemptive 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 Supv, Customer Experience.

ESSENTIAL RESPONSIBILITIES:

- Independently manage all customer request, 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. 40%
- Responsible for maintaining and building relationships with all customers especially assigned regional Panduit customers and Panduit sales teams; through excellent communication and interpersonal skills. Collaboration with Panduit sales to develop efficient methods for resolving issues with external customers. Monitor customer satisfaction levels based on survey results of performance and develop corrective action plans to rectify dissatisfied customers. 25%
- 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. 25%
- Performs a supporting role to CEA 2 or 3 and some lower volume customers as necessary. Assist with task associated to GNAs (Global Named Accounts) and strategic growth accounts including but not limited to updating discrepancies, answering product questions, expediting. 10%

EDUCATION AND EXPERIENCE:

- 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 years

TRAVEL REQUIREMENTS:

- Within theater to customers < 10% of Time.

Work Shift

Day (Mexico - Jalisco)

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