Customer Experience Specialist

Description

ICM Solutions is seeking a Customer Experience Specialist (CES) to join our growing team in Phoenix! The CES will be the primary point of contact for our customers seeking parts and service solutions for their rented or owned crushing equipment. The CES is responsible for building trust with our customers and consistently exceeding their expectations. This role will prioritize collaboration, safety, and a commitment to a positive work environment.

• Research and identify parts for a customer with associated part systems, create and manage orders for a customer.
• Liaise with the service team to schedule service and technicians to complete customer orders.
• Advise customers on substitutions of part(s) when replacement is not available.
• Proactively pursue need by dates to manage emergency fees and freight charges.
• Research and procure all will-call parts for walk in customers.
• Provide answers and solutions to customer questions for will-call orders including back ordered parts, shipping and logistic questions, updated parts questions, etc.
• Proactively manage customer expectations related to back orders.
• Complete bids for services and PSQ.
• Participate in phone soft skill monthly training.
• Participate and complete training as required or as is available.
• Work daily customer back-order queue. (EMBO report)
• Process 30-day returns.
• Process and stage customer orders.
• Performs all other duties as needed.

• A continuous commitment to working safely.
• Willing to promote a teamwork attitude working closely with all departments throughout the company
• Customer Service Proficiency/Aptitude:
  Ability to add value to our products and service. Build relationships between our dealership and customers.
• Strategic Organization:
  Need to have the ability and self-discipline to use time, energy, resources, etc. in an effective way to achieve department and company objectives.
• Takes Initiative:
  Ability to envision and understand a described goal, objective, concept, or strategy and takes the initiative to get there.
• Communication:
  Ability to work and communicate well with co-workers and customers. Reacts well under pressure.
• Understands the urgency of our industries and the need for getting their equipment repaired as quickly as possible
• Understands problem ownership. When given a problem will take ownership of it and determine a solution for the customer while maintaining the integrity of the ICM team
• Pass pre-employment drug screen and background check
• Must have a clean driving record