SourceMark company
General Purpose
The Customer Experience Associate is responsible for the daily activities of the Customer Service department to meet customer expectations through external and internal communications. The employee will be knowledgeable on department SOPs, product lines, and key accounts in order to provide the expected level of service. The employee must be an organized multitasker, have a self‑reliant attitude, and be able to handle many tasks simultaneously while meeting deadlines.
General Description
Management of Customer Account/Sales Order Process
Order entry / sample orders
Credit hold process, price discrepancies
Backorder releases
Returns
Case setup
EDI
Knowledgeable of the EDI process full cycle (940, 855)
Monitor EDI partner by collaborating with Senior CEM or Supervisor, as needed
Case Resolution
Investigate cases by collaborating with Senior CEM, Supervisor & warehouse to resolve cases
Operational Improvements - review trends and make recommendations to enhance our clients' experience
General Oversight
Responsible for new customer setup, including EDI
Maintenance of CRM cases
Coordinate and manage the Demo/Evaluation schedule
Provide month‑end customer mapping support to the accounting team
RX license & tax exemption renewal
Daily manage all communications received by the customer service department, via email or phone, to provide timely responses
Gain additional product knowledge from product development
Assist in ad hoc reporting as needed
Maintain strong internal department relationships
Organize tasks that need to be achieved to meet agreed‑upon commitments, taking into account resource requirements while scheduling, prioritizing activities, and anticipating problems
Be customer‑centric with all management, co‑workers, and distribution partners
Skills / Qualifications
Bachelor's Degree Preferred
Minimum 2 years of customer service or related experience
Proficient in Microsoft Word, Excel, and Outlook preferred
Oracle NetSuite and CRM experience preferred
Excellent communication (written & verbal) and problem‑solving skills
High level of attention to detail, order entry, and review
Highly motivated self‑starter who can work independently as well as in a team‑oriented environment
Ability to simultaneously manage multiple assignments, resolve problems, meet deadlines, and handle a fast‑paced environment
Occasional overtime
Physical Requirements May include minimal travel. Must be able to sit at a desk and work on a computer for extended periods. Must be able to lift 30 pounds without difficulty.
Job Type: Full‑time
Pay: $50,000.00 - $55,000.00 per year
Benefits
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: Hybrid remote in Franklin, TN 37067
#J-18808-Ljbffr
General Description
Management of Customer Account/Sales Order Process
Order entry / sample orders
Credit hold process, price discrepancies
Backorder releases
Returns
Case setup
EDI
Knowledgeable of the EDI process full cycle (940, 855)
Monitor EDI partner by collaborating with Senior CEM or Supervisor, as needed
Case Resolution
Investigate cases by collaborating with Senior CEM, Supervisor & warehouse to resolve cases
Operational Improvements - review trends and make recommendations to enhance our clients' experience
General Oversight
Responsible for new customer setup, including EDI
Maintenance of CRM cases
Coordinate and manage the Demo/Evaluation schedule
Provide month‑end customer mapping support to the accounting team
RX license & tax exemption renewal
Daily manage all communications received by the customer service department, via email or phone, to provide timely responses
Gain additional product knowledge from product development
Assist in ad hoc reporting as needed
Maintain strong internal department relationships
Organize tasks that need to be achieved to meet agreed‑upon commitments, taking into account resource requirements while scheduling, prioritizing activities, and anticipating problems
Be customer‑centric with all management, co‑workers, and distribution partners
Skills / Qualifications
Bachelor's Degree Preferred
Minimum 2 years of customer service or related experience
Proficient in Microsoft Word, Excel, and Outlook preferred
Oracle NetSuite and CRM experience preferred
Excellent communication (written & verbal) and problem‑solving skills
High level of attention to detail, order entry, and review
Highly motivated self‑starter who can work independently as well as in a team‑oriented environment
Ability to simultaneously manage multiple assignments, resolve problems, meet deadlines, and handle a fast‑paced environment
Occasional overtime
Physical Requirements May include minimal travel. Must be able to sit at a desk and work on a computer for extended periods. Must be able to lift 30 pounds without difficulty.
Job Type: Full‑time
Pay: $50,000.00 - $55,000.00 per year
Benefits
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: Hybrid remote in Franklin, TN 37067
#J-18808-Ljbffr