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DATE ADDED: Mon 01/10/2018

Customer Experience Representative

Mason, USA
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COMPANY: AERO FULFILLMENT SERVICES

Job Description

Scope of Position:

As a member of the AERO FULFILLMENT SERVICES team you are expected to exemplify the values, mission, and goals of the organization. 

The CXR (Client Experience Representative) serves as liaisons between Aero and its clients, ensuring excellent customer service and client satisfaction. The CXR maintains and develops client-business relationships and must have a strong understanding of Aero’s services.

The CXR is responsible for assisting the Client Experience Manager in day to day support tasks for assigned accounts. Additionally, the CXR is responsible for assisting other CXR’s in a team environment to ensure all client needs are met throughout the day.

Reporting Relationships:

  • Reports to Client Experience Manager

Pay Classification:

  • Exempt (salaried)
  • Salary Range: $28K - $40K

Job Requirement: 

  • Leadership Style  
    • Fosters a proactive participative, cooperative work environment that works in conjunction with the Sales, Production, Fulfillment, Technology and all other departments. 
  • Work Ethic  
    • Solves internal and external client problems with a customer focus, that is fact-finding and results oriented. 
    • Exhibits a can-do, positive, cooperative, and proactive attitude when dealing with clients and customers. 
    • We will go the extra mile to provide quality client service.

Responsibility:

  1. Contributes to the management of margin by identifying opportunity for improvement and regularly reviews client pre-billing invoices.

  2. Finds and corrects problems with existing processes within the client experience role as well as problems within the operations facility.

  3. Regularly updates work instructions and cross trains peers to ensure superior customer service and backup support.

  4. Collaborates with other Aero employees (all levels) to solve non-standard client requests and needs.

  5. Takes ownership for day to day tasks such as monitoring and tracking of defined service level agreements as well as follow up with supporting departments to ensure client expectations are consistently met or exceeded.

  6. Participates in client quarterly reviews by preparing data required and providing personal insight that helps “tell the story” and enable strategy.

  7. Builds and maintains solid relationship with clients by meeting client demands on a day to day basis leading to positive feedback from key contacts.

Keywords (Account Manager, Customer Service, Sales, Inside Sales, Account Management)

Company Description
For nearly three decades Aero has been the leading fulfillment services provider in the midwest. We specialize in helping companies improve their time to market, reduce their shipping costs, and minimize their order fulfillment, inventory, and warehouse expenditures with complete third party fulfillment services. Our solutions manage every project from customized assembly to nationwide shipping, saving you time, absorbing less of your budget, and improving your delivery times.


Role: Customer Experience Representative
Job Type:
Location: Mason,

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