Customer Experience Specialist
3.
3 Haslet, TX Haslet, TX Full-time Full-time $25 - $28 an hour $25 - $28 an hour 11 days ago 11 days ago 11 days ago About the Role This person will be a liaison between our customers, sales team, and distribution/operations teams.
They will be responsible for handling several workstreams related to Customer Programs.
We are looking for a self-motivated individual that can drive process improvement through working with all departments, identify trends, document findings, and escalate issues when necessary.
This person will be detail oriented ensuring the accuracy and validity of documentation, customer focused, adaptable to change with an ability to learn new skills and retain information, with great problem-solving skills.
This person will have good judgement of prioritization, the ability to multi-task, and be organized.
Participation in departmental meetings and training programs is expected.
You'll Make a Difference By New Customer On-Boarding & Updates Reading, understanding, and analyzing Routing Guide/Vendor Partner Guide Communicating requirements with teams across the business (Sales Team, Master Data Team, and DC's) Make routing updates as required or requested.
Determine Value Added Services (VAS) needed and apply it to the customer master.
Make VAS updates as required or requested.
Ensure accuracy of new customer enrollment including freight terms, routing requirements, and VAS assignments.
Communicate new customers and their requirements to the DC's in advance of orders dropping.
Help manage and monitor new customer orders to ensure processes are being followed and a stellar first shipment is provided to the customer.
Be the expert in program operations and support.
Partner with Sales, Supply Chain, and Finance to ensure seamless customer interactions and timely resolution of issues.
Provide outstanding service and representation to external and internal customers through accurate data, and professional communications.
Jira Customer Complaints & Weekly Sales Notes Work to determine root cause of reported issues.
Share and involve necessary departments to action issues.
Manage escalation process to ensure the right parties are engaged.
Identify and execute resolution on a variety of customer service issues in a prompt manner by coordinating with Operations, and other internal and/or external teams.
Help put processes in place to prevent these issues going forward.
Quantify and monitor, streamline, and automate customer complaint workflow, ensuring timely completion.
Identify trending issues thorough research and documentation of findings.
Compile and analyze data to provide regular reports and updates to senior management, highlighting key performance metrics and customer-related trends.
Vendor Compliance Chargebacks Documenting compliance chargebacks received from the customer.
Work with DC's to validate compliance charge is legitimate.
If legitimate, work with DC's to troubleshoot how it occurred.
Utilize available resources to identify, offer solutions, and help implement improvements to protect customer experiences.
Monitor and resolve issues.
If not valid, gather necessary documentation to dispute the chargeback with the customer.
Track chargebacks by customer, DC, type, and dollar amount over monthly and yearly basis.
Utilize data to drive strategic decisions and improvements.
Provide CB information to DC's monthly, along with findings and process changes instituted, and process change recommendations.
Coordinating with teams across the business to relay information (Sales & Finance Teams).
Provide regular reports and updates to senior management, highlighting key performance metrics and customer-related trends.
Coordinate with external partners by working with Customers, Sales Team, and DC's to address customer shipping issues, EDI troubles, order date rules, and others.
Removing roadblocks for DC's to ship TMS website trouble shooting Customer parcel/shipping account numbers EDI processing issues New carrier setup in WMS Missing labels Provide Weekly VAS Update to all DC's VAS Question and Answer (Communicating new VAS requirements to DC; Training DC's to VAS requirements; Working with customers to determine what is acceptable and what isn't; Understanding what options are available to help customers/sales reps in need.
Process improvement Customer focus About You Experience/Knowledge Required:
Distribution Operations Knowledge; Customer Interface & Relations; Sales Experience Systems:
SAP, Excel (Intermediate), Outlook Experience/knowledge Preferred:
college preferred; EDI; Jira; Confluence About Ariat Ariat is an innovative, outdoor global brand with roots in equestrian performance.
We develop high-quality footwear and apparel for riders, ranchers, workers, and outdoorsmen who care about performance, quality, comfort, and style.
The hourly range for this position is $25.
00 - $28.
00 per hour.
The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations.
Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting.
This range may be modified in the future.
Ariat's holistic benefits package for full-time team members includes (but is not limited to):
Medical, dental, vision, and life insurance options Expanded wellness and mental health benefits Paid time off (PTO), paid holidays, and paid volunteer days 401(k) with company match Bonus incentive plans Team member discount on Ariat merchandise Note:
Availability of benefits may be subject to location & employment type and may have certain eligibility requirements.
Ariat reserves the right to alter these benefits in whole or in part at any time without advance notice.
Please note that Ariat does not accept unsolicited resumes from recruiters or employment agencies.
In the absence of a signed Agreement, Ariat will not consider or agree to payment of any referral compensation or recruiter/agency placement fee.
In the event a recruiter or agency submits a resume or candidate without a previously signed Agreement, Ariat explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Ariat.
#LI-Hybrid And other job duties as needed Job Type:
Full-time Pay:
$25.
00 - $28.
00 per hour
Benefits:
401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Weekly day range:
Monday to Friday Work setting:
In-person Application Question(s):
Will you now, or in the future, require sponsorship for employment visa status (e.
g.
H-1B visa status)? Education:
Bachelor's (Preferred)
Experience:
Distribution Operations:
1 year (Required) Ability to Commute:
Haslet, TX (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
3 Haslet, TX Haslet, TX Full-time Full-time $25 - $28 an hour $25 - $28 an hour 11 days ago 11 days ago 11 days ago About the Role This person will be a liaison between our customers, sales team, and distribution/operations teams.
They will be responsible for handling several workstreams related to Customer Programs.
We are looking for a self-motivated individual that can drive process improvement through working with all departments, identify trends, document findings, and escalate issues when necessary.
This person will be detail oriented ensuring the accuracy and validity of documentation, customer focused, adaptable to change with an ability to learn new skills and retain information, with great problem-solving skills.
This person will have good judgement of prioritization, the ability to multi-task, and be organized.
Participation in departmental meetings and training programs is expected.
You'll Make a Difference By New Customer On-Boarding & Updates Reading, understanding, and analyzing Routing Guide/Vendor Partner Guide Communicating requirements with teams across the business (Sales Team, Master Data Team, and DC's) Make routing updates as required or requested.
Determine Value Added Services (VAS) needed and apply it to the customer master.
Make VAS updates as required or requested.
Ensure accuracy of new customer enrollment including freight terms, routing requirements, and VAS assignments.
Communicate new customers and their requirements to the DC's in advance of orders dropping.
Help manage and monitor new customer orders to ensure processes are being followed and a stellar first shipment is provided to the customer.
Be the expert in program operations and support.
Partner with Sales, Supply Chain, and Finance to ensure seamless customer interactions and timely resolution of issues.
Provide outstanding service and representation to external and internal customers through accurate data, and professional communications.
Jira Customer Complaints & Weekly Sales Notes Work to determine root cause of reported issues.
Share and involve necessary departments to action issues.
Manage escalation process to ensure the right parties are engaged.
Identify and execute resolution on a variety of customer service issues in a prompt manner by coordinating with Operations, and other internal and/or external teams.
Help put processes in place to prevent these issues going forward.
Quantify and monitor, streamline, and automate customer complaint workflow, ensuring timely completion.
Identify trending issues thorough research and documentation of findings.
Compile and analyze data to provide regular reports and updates to senior management, highlighting key performance metrics and customer-related trends.
Vendor Compliance Chargebacks Documenting compliance chargebacks received from the customer.
Work with DC's to validate compliance charge is legitimate.
If legitimate, work with DC's to troubleshoot how it occurred.
Utilize available resources to identify, offer solutions, and help implement improvements to protect customer experiences.
Monitor and resolve issues.
If not valid, gather necessary documentation to dispute the chargeback with the customer.
Track chargebacks by customer, DC, type, and dollar amount over monthly and yearly basis.
Utilize data to drive strategic decisions and improvements.
Provide CB information to DC's monthly, along with findings and process changes instituted, and process change recommendations.
Coordinating with teams across the business to relay information (Sales & Finance Teams).
Provide regular reports and updates to senior management, highlighting key performance metrics and customer-related trends.
Coordinate with external partners by working with Customers, Sales Team, and DC's to address customer shipping issues, EDI troubles, order date rules, and others.
Removing roadblocks for DC's to ship TMS website trouble shooting Customer parcel/shipping account numbers EDI processing issues New carrier setup in WMS Missing labels Provide Weekly VAS Update to all DC's VAS Question and Answer (Communicating new VAS requirements to DC; Training DC's to VAS requirements; Working with customers to determine what is acceptable and what isn't; Understanding what options are available to help customers/sales reps in need.
Process improvement Customer focus About You Experience/Knowledge Required:
Distribution Operations Knowledge; Customer Interface & Relations; Sales Experience Systems:
SAP, Excel (Intermediate), Outlook Experience/knowledge Preferred:
college preferred; EDI; Jira; Confluence About Ariat Ariat is an innovative, outdoor global brand with roots in equestrian performance.
We develop high-quality footwear and apparel for riders, ranchers, workers, and outdoorsmen who care about performance, quality, comfort, and style.
The hourly range for this position is $25.
00 - $28.
00 per hour.
The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations.
Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting.
This range may be modified in the future.
Ariat's holistic benefits package for full-time team members includes (but is not limited to):
Medical, dental, vision, and life insurance options Expanded wellness and mental health benefits Paid time off (PTO), paid holidays, and paid volunteer days 401(k) with company match Bonus incentive plans Team member discount on Ariat merchandise Note:
Availability of benefits may be subject to location & employment type and may have certain eligibility requirements.
Ariat reserves the right to alter these benefits in whole or in part at any time without advance notice.
Please note that Ariat does not accept unsolicited resumes from recruiters or employment agencies.
In the absence of a signed Agreement, Ariat will not consider or agree to payment of any referral compensation or recruiter/agency placement fee.
In the event a recruiter or agency submits a resume or candidate without a previously signed Agreement, Ariat explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Ariat.
#LI-Hybrid And other job duties as needed Job Type:
Full-time Pay:
$25.
00 - $28.
00 per hour
Benefits:
401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Weekly day range:
Monday to Friday Work setting:
In-person Application Question(s):
Will you now, or in the future, require sponsorship for employment visa status (e.
g.
H-1B visa status)? Education:
Bachelor's (Preferred)
Experience:
Distribution Operations:
1 year (Required) Ability to Commute:
Haslet, TX (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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