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 Customer Experience Rep - Flanders, New Jersey, United States

   
Job information
Posted by: Benjamin Moore 
Hiring entity type: Chemical 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Administrative - Other
Customer service & support
Operations - Other
 
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 5000703625706 / Latpro-3781514 
Date posted: Mar-27-2021
State, Zip: New Jersey, 07836

Description

Company Profile
 
The color of pride: Benjamin Moore is proud to be a part of Berkshire Hathaway, which was recognized by Fortune magazine as the world's fourth most admired company. And for more than 130 years we've been a respected leader in the architectural coatings and home décor landscape; creating the products and tools that enrich and beautify thousands of communities each day. We recognize that our associates are the driving force behind our success and we strive to provide a work environment where hard work, creativity and purposeful collaboration are fostered and encouraged.
 
Join a company where innovation is constantly recognized as we look for individuals who produce world-class products, best-in-class services and customer experiences, design pioneering paints using the latest technologies and deliver unparalleled value and brand experiences for our customers and retail network.
 
 

Overview: Our National Accounts team represents the Benjamin Moore brand by providing excellent customer service while developing relationships with both internal and external customers. You will become a subject matter expert with our brands and make sure that the voice of the customer is heard throughout the company. You enjoy working with people, and finding creative ways to resolve problems while providing exceptional customer service.

RESPONSIBILITIES:

  • Accurately and efficiently places customer orders via multiple channels
  • Monitor orders placed on the Shop National Accounts portal through the CIC Dashboard that require additional follow up and action
  • Demonstrate proficiency with navigating the Shop National Accounts portal both with the customer view and the retailer view
  • Provide support, education and training to retailers and sales personnel relative to their use of the Shop National Accounts portal for Order Fulfillment Requests, Order History and Fulfillment Payment documents
  • Assist National Account customers with navigation, order and checkout activities on the Shop National Accounts portal
  • Initiates outbound calls from National Account customers to Retail Stores to source orders for fulfillment
  • Able to access and understand Product Color Schedules for all Corporate National Accounts
  • Review open National Account transactions and work with retailers to update so that customers are invoiced and retailers receive reimbursement
  • Order management activities for Amazon centralized model orders
  • Provide information to internal and external customers regarding regular and promotional orders: including delivery, product availability and pricing
  • Understands and demonstrates proficiency regarding company policies, marketing programs, promotions, freight policy, products and customer experience expectations
  • Works collaboratively with the Credit Department and Corporate National Accounts team to resolve issues and complaints and to communicate customer feedback in an effort to improve the overall customer experience
  • Utilize CRM to capture contact information and feedback
  • Embraces change and applies new training knowledge on a regular basis
  • Meets individual monthly business targets and team service level goals
  • Prioritize and manage multiple tasks simultaneously in an office environment with aggressive deadlines
  • Other duties as assigned

 

QUALIFICATIONS:

  • Minimum of 1-year customer contact center experience preferred
  • High School Diploma or equivalent required
  • Strong customer service focus
  • Previous SAP ECC and Hybris experience preferred
  • Demonstrated ability to prioritize and perform multiple tasks
  • Excellent verbal, written and telephone communication skills
  • Basic knowledge of Windows, MS Office Suite, and Internet Explorer required
  • Must be able to work in a team environment
  • Ability to work occasional overtime is required
  • Effective problem solving skills


Requirements

See Job Description

 

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