Customer Experience Coordinator (Remote in U.S. – Midwest) in Bancroft, WI

Customer Experience Coordinator (Remote in U.S. - Midwest) - RPE, LLC - Bancroft, WI - work from home job Company: RPE, LLC Job description: Do you have experience in a fresh produce sales department? Would you like to work remotely? Then check out our website at to apply and learn about our collaborative and fun culture all working together! Apply today! Position Summary Reporting to the Director of Account Management, the Customer Experience Coordinator (CEC) supports sales activities using computer systems to coordinate, troubleshoot and prioritize potato procurement tasks with the sales and transportation team to ensure timely delivery when supplying potatoes to retail and food service accounts nationwide. This role supports the sales process from the grower to the customer, from buying to selling potatoes. The CEC keeps account managers notified of any concerns about barriers to the delivery of potatoes. The CEC also monitors accounts receivables for assigned accounts, coordinates with transportation for deliveries and pick-ups, and assists with claims and tracking data using software. Key Business Outcomes • Execute Order Processing for assigned accounts to ensure accuracy, efficiency & profitability • Manage Accounts Receivables for assigned accounts to ensure timely invoicing, payment, and discrepancy resolution • Pro-actively communicate with customers, carriers, vendors and internal departments to ensure accurate orders, concise delivery information and process discrepancies and/or claims Key Performance Metrics • Accounts Receivable “Days to Pay” SPIF (Sales Performance Incentive Fund) Metric (9% over 30 days, 6% over 40 days) • Order Workflow Efficiency from entry to shipping and finalizing orders accurately • Claims “Days to Settle” on assigned accounts • Customer Profile Accuracy & Efficiency Qualifications • 3 years of high-volume customer service experience, preferably in a related field • High School Diploma or equivalent combination of training and education • Demonstrated Microsoft Office Experience (Note: Training support would be continual in a virtual environment using Microsoft Teams.) • Demonstrated ability to complete basic math equations Competencies and Success Factors Customer Service-RPE Maintains an ongoing level of engagement with internal and external customers. Shares updates and new information with coworkers. Creates partnerships with internal and external associates instead of viewing relationships as transactional. Manages customer relationships staying current on issues, using facts through data analysis and fully understanding RPE operations. Utilizes healthy relationships to influence positive outcomes. Displays patience. Takes accountability to build seamless operation in the eye of the customer. Business Operating Systems Applies and demonstrates efficient use of technology. Serves as a champion user of newly introduced technology. Focuses on accuracy of data fully understanding desired outcomes for business decision-making use. Analytical/Detail-Oriented 2 Collects and researches data; synthesizes complex or diverse information; creates tools to analyze information to support business decisions; able to identify discrepancies in data; thoroughly reviews work and fixes mistakes quickly. Advanced ability to detect, reduce and eradicate errors, analytical self-starter with insightful attention to detail. Accountabilities * Participates in CEC training program for knowledge sharing across assigned customer accounts. • Prepares to handle all order entry, customer communication, adjustments, while covering for the account manager and/or CEC during an absence. • Processes customer orders and completes required documents with accuracy. • Understands new orders as they come in is high priority. • Prepares reports to ship orders and send customer confirmations in a timely manner. • Prepares daily reports, pricing, unshipped orders, pallet, by sale in PPRO, and sending them to the account managers. • Remains current on customer portal requirements, updating and uploading content as necessary. • Monitors daily emails of orders dropped into the operating system. Assigns ship dates, warehouse locations, and ensuring accurate pricing ~ ITRADE. • Handles necessary revisions made by the customer. • Assists with transportation duties including tracking of ETA’s on carriers, confirming pick up information, ensuring loads are packed and shipped in a timely manner and communication of transportation with customers. • Prepares, confirms, and schedules delivery appointments. • Documents and prioritizes which customers require delivery appointments knowing without appointments and confirmations deliveries will not be able to occur. • Assists with inventory duties including monitoring product availability, communicating inventory levels and working with production on inventory issues. • Collaborates with the sales team to determine the best way to meet or exceed customer expectations. • Involves account managers with daily questions when guidance is needed. • Receives customer inquiries, questions and complaints and addresses and/or triaging to the appropriate representative. • Builds relationships with our customers understanding their needs. • Collects and analyzes sales activity data for management or customers. • Reviews MODUS ~ our product information site, listing our products and formulas needed when setting up customer profiles. • Updates CRM ~ customer and sample requests. • Utilizes Share Point ~ our paperless filing system where documents are stored. • Monitors Accounts Receivables for assigned accounts by following established A/R protocol set by the dedicated Account Manager. • Generates weekly A/R reports by account manager. • Searches documents to provide answers to A/R discrepancies. • Provides detailed information to the account manager seeking their discrepancy approval. • Understands and makes the necessary credit entries as needed. • Connects with Accounts Payable contacts or customer portals weekly, submitting documentation to resolve discrepancies and collects on past due invoices. • Monitors customer discrepancies, submitting necessary documents, and follow up via the customer portals. Physical Activities/Demands: This position is based in an employee’s home but does involve travel; is primarily sedentary and involves executing typical office related tasks (computer work, communication, analyzing data, etc.). The position requires the ability to occasionally: ascend/descend stairs depending on home layout and the businesses being visited; bend, stoop, squat and kneel; reach for and lift objects to shoulder level up to 25 pounds; walk short distances on firm ground/flooring; drive a vehicle. This position requires the ability to constantly: communicate with others via voice, listen and respond; read and write to receive instruction, document work, heed safety warnings within context of home office and travel destinations; repeat motions with the wrists, hands and fingers; visually inspect work in near/distant scenarios; sit for extended periods. Environmental Conditions: Physical activities will primarily be performed in a home office, or a climate-controlled customer office/facility. FLSA: Non-exempt position EOE PI228891058 Customer Experience Coordinator (Remote in U.S. - Midwest) - RPE, LLC - Bancroft, WI - work from home job Expected salary: Location: Bancroft, WI Customer Experience Coordinator (Remote in U.S. - Midwest) - RPE, LLC - Bancroft, WI - work from home job Job date: Mon, 28 Aug 2023 07:51:47 GMT Apply for the job now! Customer Experience Coordinator (Remote in U.S. - Midwest) - RPE, LLC - Bancroft, WI - work from home job Apply tot his job Apply To this Job