POSITION SUMMARY AND PRIMARY DUTIES
Skilled and energetic Customer Experience & Order Entry Specialist (OECX) to work in a fast-paced environment with multiple interruptions in search of excellence. The OECX is responsible for:- Oversee a designated region and, in conjunction with the outside sales representatives, ensure that the customer’s experience is engaging and rewarding and meets the high standards of Neutral Posture.
- Creates exceptional experience by demonstrating specialty product knowledge, assessing customers’ needs by actively listening to and providing solutions to maximize customer satisfaction:
- Build sustainable customer relationships of trust through open, frequent, and interactive communication by addressing calls & emails in support of the sales team, customers, and suppliers.
- Assist customers with placing orders, product questions, and order status, and guide product users through product features and functionalities.
- Assist customers in resolving product or service problems related to product features, usability, technical issues and product performance by clarifying the customer's complaint; determining source of the issue; selecting and explaining the best solution for the issue; expediting correction or adjustment; following up to ensure resolution
- Serve as a point of contact for the outside sales representatives/dealers to turn over any customer needs and concerns that have been requested of them
- Review purchase orders daily in database, fax, e-mail & mail to ensure accuracy, availability of product, and timely check for completeness and accuracy. If there are pricing or order issues, distributes to appropriate staff to contact customers for order discrepancies.
- Reviews all pricing and commissions to verify they match the most current standards by keeping them updated about any changes and/or current projects.
- Maintains a compilation of customer accounts and applicable commission codes and matches those to incoming orders and pricing structure.
- Enters all orders, including literature & RMA requests, into the manufacturing system according to policies and procedures within 24-48 hours of receipt.
- Enter lead times according to production, model, stock, availability, marketing promotions, contests or any other special program implemented by marketing and/or sales.0Must keep updated about any changes in the lead times and product updates or changes.
- Checks finished work for accuracy, neatness and conformance to department standards.
- Runs acknowledgements & invoices, matches original orders, files & maintains file system.
- Problem-solve all issues by researching within databases, email exchanges, the internet, and appropriate personnel throughout the company or external resources.
- Develop and maintain an expert level of knowledge of your department, your role, and our ever-evolving product, service offering, and internal systems.
- Collaborate by working closely and building strong relationships with internal teams to support the needs of the outside sales representatives and customers. Works closely with all departments to ensure accuracy of information, communication, and timely processing.
- Contributes to team initiatives, including the creation of knowledge, processes, and tools to improve the efficiency and productivity of Neutral Posture.
Other duties as assigned.
WHAT YOU BRING TO NEUTRAL POSTURE
PREFERRED QUALIFICATIONS AND SKILL SETHigh School Diploma or Equivalent & able to furnish proof of eligibility to work in the USA
- 1+ year previous sales/customer service and entering technical/custom purchase orders within a manufacturing setting/environment or equivalent experience
- Ideal skillset: professional, independent, accurate, detailed, organized, time-management, logic mindset, multi-tasking, creative, and flexible in a collaborative, customer-focused environment
- Above average professionalism, accountability, and attendance
- Able to create/edit documents, emails, and source materials in MS Office Suite including Excel
- Desire and ability to learn new programs and versions as released
- Excellent “people skills” including but not limited to interpersonal, verbal & written communication skills including manners, patience, respect, & kindness that shows the ability to respectfully interact with all levels of individuals both inside and outside the company
- Ability to comply with written & verbal instructions, including established company processes, policies, and safety practices
- Above average attendance
- Able to commute to Bryan, TX (daily Mon-Fri)
- Willingness to take on other tasks & duties as assigned; “That’s not my job” is not acceptable.
EQUIPMENT EXPERIENCE
- MS Office Suite (Word, Excel, Outlook, Teams, PowerPoint, OneNote), PC, General Office Equipment
- Navigate databases and research using PC, phone
WHAT NEUTRAL POSTURE PROVIDES ITS TEAM MEMBERS
COMPENSATION, HOURS, BENEFITSRegular, Full-Time; Mon - Fri Mon - Fri 8:00 a.m. – 5:00 p.m. 1 hour lunch (8 hours/day, Seasonal OT)
In-person role in Bryan, TX-No remote work available - we are an on-premises employer
Salary range or Rate of Pay: $15.00/Hour to start
Employee-paid: Low-Cost Health & Vision Insurance, Critical Illness, AD&D, and Voluntary Life Insurance as well as a 401(k) Retirement Account
Company-paid: Dental, Life, Short-Term and Long-Term Disability Insurance
15 Days Paid Time off (Accrual starts immediately) & 7 Paid Holidays each year with no waiting period
Workers’ Compensation Insurance
Participant in TWC Shared Work Program during any slowdowns to help bridge pay gaps Employee Discount-Employee Referral Program-Years of service bonus
Work for a quality company that cares about you and understands work-life balance
Veterans are encouraged to apply ? Second-chance employer ? Women-Owned Enterprise
