Customer Experience and Service Specialist (East Coast) Full Time

Summary

The Customer Experience and Service Specialist at IPS Corporation enhances customer interactions remotely on the East Coast. IPS, a leader in solvent cements since 1954, serves global markets with innovative plumbing solutions from its U.S. and Netherlands bases.

Responsibilities

• Promptly receive and process customer/agent calls.
• Perform upselling duties by generating and interpreting customer purchase history information.
• Ensure customers are provided with needed information and effectively explain products and services with an objective of “delighting” the customer, above and beyond the call of duty.
• Timely and accurate entry of customer orders.
• Research credit memos.
• Create and maintain customer service reports and other metrics as needed.
• Apply Continuous Improvement using IPS Business System tools to drive the business.
• Other duties assigned by supervisor/ manager.

Requirements

• Strong interpersonal skills.
• Strong communication skills-verbal, listening and written.
• Excellent telephone sales personality skills.
• Ability to multitask effectively with shifting priorities.
• Ability to tactfully handle stressful and difficult situations.
• High School Diploma or equivalency; higher education preferred.
• Languages: C1 or higher English; minimum B2 Dutch preferred.
• One+ years’ customer service experience working for a product manufacturer.
• Excellent keyboard / data entry skills are required.
• Experience with MS Office suite of products (Outlook (E-mail), Word, Excel, etc.).
• Prior experience working with an ERP system is highly desired (JD Edwards/Oracle).
• Upselling / cross-selling experience highly desired.