Customer Experience Specialist

The Customer Experience Specialist will administer routine customer facing order management this role you will use your basic understanding of customer service practices and procedures to help execute well established customer service activities for basic and middle service level customers. You will contribute to an increased level of transparency communication and responsiveness with our customers.

• Receive and process straightforward customer orders across multiple platforms following standard procedures.
• Receive and process low complexity change requests following defined policies and procedures.
• Explain basic information and inform customers about order status invoices contract balances and other information needed to complete an order.
• Ensure required standard document requests and some ad hoc requests of higher complexity from customers and confirm final shipping and quality documentation and specifications to customer.
• Escalate undocumented issues that are not commonly defined or known to higher level staff.
• Proactively identify risks and opportunities to improve the order management processes.
• Handle basic issues and problems under direct supervision while escalating more complex issues to appropriate staff.
• Other duties as assigned

Minimum Qualifications

• Bachelors degree in a related field or equivalent experience
• Good communication and able to cross-functional collaboration
• Willing to be based in BGC; hybrid working schedule
• Professional working proficiency in English

Preferred Qualifications

• Have 2-3 years relevant experience in supply chain for a manufacturing or 3PL company handling order management
• Familiar in SAP and Service Cloud would be an advantage