Customer Experience Representative
Current-Provides exceptional customer service for new and/or existing customers with inbound inquiries via phone or email (ie: quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal / external customers.-Handles emails and calls daily, back office functions including but not limited to, rejection, back order, and invoice dispute reports will also be done on a daily basis to ensure pre/post sale support for all new and/or existing customers.-Handles inbound calls (B2B- clients will vary from healthcare, to manufacturing, etc) from all over Canada but more specifically in Western Canada, and the calls will be pertaining placing orders, product availability and recommendations, product follow-up, and assisting customers with requests.-Proactively participate in root cause problem solvingCoordination and resolution of all customer requests, to the customers’ satisfaction-Interprets customer requirements in order to seize opportunities to promote the benefits of doing business with Grainger and provide solutions with product alternatives and services, in order to deliver exceptional customer experienceIssues orders and update customer profiles in different tools as required-Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry, order follow up, shipment tracking, update orders, account corrections, credits, returns etc)-Proactively looks for opportunities to drive sales growth by engaging in actions that identify leads for further selling opportunities
