Customer Experience Represantative

ABOUT LOZIER

Headquartered in Omaha, Nebraska, with facilities across the U.S., Lozier Corporation is the leading manufacturer of products used by retailers in stores and warehouses, with a vision to be operationally excellent in support of retail’s present and future. Retailers have relied on our quality products and service for more than 65 years.

BENEFITS AND SCHEDULE

• Company bonus potential.   
• PTO (Paid Time Off) plus paid holidays.
• Competitive benefits package (Eligible for medical, dental, and vision benefits on the first day of employment).
• Onsite Health Clinic.
• 401(k) with employer match.
• Employee Assistance Program.
• Educational Assistance Program.
• Career Development Programs.
• Casual dress.
• Monday thru Friday schedule, hybrid schedule available after training.

POSITION SUMMARY:

The Customer Experience Representative will support the customer from order entry to delivery to ensure overall satisfaction. This roll will balance multiple projects, provide customers with guidance, offer support on issue resolution, coordinate all order management functions, including identifying and resolving areas of conflict. This position requires someone who is self-managed, requires minimal direction, and has the ability to work cross-functionally throughout the organization.

ESSENTIAL JOB FUNCTIONS

• Champion Lozier’s Mission, Vision, and Values by demonstrating the behaviors which contribute to Lozier’s success.
• Collaborate across departments on routine management of sales orders.
• Provide order management expertise to strengthen relationships with account contacts, drive efficiencies, and improve overall business results.
• Facilitate systematic order flow to achieve timely, quality results.
• Leverage systems to collect and analyze data for customer and internal needs.
• Provide timely and accurate response to customers regarding order status and product information requests.
• Partner with account managers to create and load accurate forecasts.
• Approve and process return merchandise authorizations (RMA) based on corporate policies.
• Take ownership in assisting with resolution of invoicing and purchase order issues.
• Identify, communicate and independently resolve customer needs for credit, pricing, freight, delivery, invoicing, shipping and installation.
• Provide standard reporting to customers leveraging data platforms (e.g. Qlik).
• Create and maintain key customer master and cross-reference data, where applicable.
• Assist with customer projects and orders for assigned accounts to meet specific customer criteria and facilitate schedules.
• Anticipate customer or order issues and address proactively.
• Demonstrate regular attendance and timeliness in reporting to work, meetings, and completing assignments.
• Ability to work and interact well with others.

OTHER JOB FUNCTIONS

• Provide back-up service coverage for other accounts or territories as needed.
• May informally present information or facilitate a meeting.
• May execute export documentation requirements for shipments, originating in the US, to global destinations.

JOB QUALIFICATIONS

Education: Bachelor degree in business, supply chain, logistics, or related field is preferred.

Experience: Minimum of 3 years of customer service or related experience, if degreed. Minimum of 5 year of customer service or related experience, if non-degreed.

Required Skills:

• Intermediate communication skills.
• Intermediate Microsoft Office suite skills (Excel, Word, Outlook)
• Demonstrated time management, organization and prioritization skills.
• High attention to detail and accuracy.
• Build customer loyalty and confidence.
• Ability to problem-solve.
• May require bilingual skills based on territory assignment.
• Critical thinking, decision making and analytical skills, independent thinking.

Preferred Skills

• Project management skills.

SPECIAL DEMANDS

• Ability to travel as needed.

The above job description is meant to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow any other job-related instructions and to perform other job-related duties as assigned by their supervisor. Lozier reserves the right to modify, interpret, or apply this job description in any way desired and the essential job functions may be modified to reasonably accommodate qualified individuals with a disability. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Successful completion of pre-hire drug screen and post offer background screen is required to obtain employment. Continued employment remains on an “at-will” basis.