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Customer Experience Specialist
Customer Experience Specialist
Spécialiste de l’expérience client
Spécialiste de l’expérience client
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About the role
JOB TITLE
Customer Experience Specialist
DEPARTMENT
Customer Experience
LOCATION
Laval, QC Canada
COMPANY SUMMARY
PIP Global Safety (PIP), a leader in global safety, is a global supplier and manufacturer of PPE products. We are proud to work with our distributor network across the world to provide safety professional with the right PPE products and solutions. With nearly forty years of experience in PPE and a dedicated team of professionals, you can count on us to be there for you.
JOB SUMMARY
The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for order entry and managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.
The Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.
Work schedule for this position is from **11am to 8pm (EST)**to ensure coverage for our West Coast customers.
RESPONSIBILITIES
- Manage calls from customers, salespeople and end users
- Respond to emails on customer inquiries, product information, order statuses and end user questions
- Accurately enter and process customer orders in the ERP system in a timely manner
- Generate quotes for customers
- Develop and maintain a knowledge base on evolving product offerings
- Provide excellent quality customer service by building relationships with existing and business customers
- Proactively resolve customer issues
REQUIRED SKILLS FOR SUCCESS
- Excellent communication and interpersonal skills
- Strong operational skills as well as an ability to manage multiple tasks simultaneously while meeting tight deadlines
- Demonstrate a strong commitment to customer service
- Be attentive to customer requests
- Ability to effectively handle stressful situations
- Minimum of 5 years customer service experience
- Competency and knowledge of Microsoft Office software (Word, Excel, PowerPoint, Outlook)
- Experience in working with an ERP system to manage and update relevant business data accurately
- Experience with working in a fast paced environment, with time management skills and high level of organization.
About Protective Industrial Products
Protective Industrial Products, Inc., or PIP, is a US-based company with operations around the world. In 1984, PIP started as a supplier of gloves. Today, PIP is a global PPE leader in worker safety with more than 1,500 employees across 20+ global locations.
With a diversified product line of over 10,000 products and 1.5 million square feet of warehousing, PIP is dedicated to delivering innovative safety products and a best-in-class customer experience. Each day, we seek to develop, train and provide our customers with innovative safety products that help keep workers safer, more comfortable and more productive.
At PIP, our relentless focus on customer satisfaction is at the center of everything we do. We are constantly working to ensure we’re not just meeting but exceeding our customers’ expectations. By working closely with distributor partners, we obtain a better understanding of their challenges and gain insights on how we overcome their challenges together. By jointly serving the market and leveraging PIP’s best-in-class field support, training and market expertise, we keep end-users safe and protected.
Our nine North American-based manufacturing facilities enable us to provide safety solutions that are tailored to customer needs. These factories work with our team of product managers, specialists and field quality control technicians to ensure the highest level of product performance and secure proprietary technologies that support us being first-to-market.
With nearly forty years of Safety expertise, industry-leading brands, quality products and best-in-class customer service, PIP is your trusted partner in Safety. Today, when we say that we are Bringing the Best of the World to You® it’s not just about products; it’s about knowledge, our long-standing history of developing innovative products that protect end-users and our commitment to serving our customers better than anyone else in the market.