Location: Fort Worth,TX, USA
About the Role
The Customer Experience Specialist will be a liaison between our customers, sales team, and distribution/operations teams. They will be responsible for handling several workstreams related to Customer Programs. We are looking for a self-motivated individual that can drive process improvement through working with all departments, identifying trends, documenting findings, and escalating issues when necessary. This person will be detail oriented ensuring the accuracy and validity of documentation, customer focused, and adaptable to change with an ability to learn new skills and retain information, with great problem-solving skills. This person will have good judgement of prioritization, the ability to multi-task, and be organized. Participation in departmental meetings and training programs is expected.
You'll Make a Difference By
Managing new Customer On-Boarding & Updates:
* Reading, understanding, and analyzing Routing Guide/Vendor Partner Guide
* Communicating requirements with teams across the business (Sales Team, Master Data Team, and DC's)
* Making routing updates as required or requested
* Determining Value Added Services (VAS) needed and applying it to the customer master
* Making VAS updates as required or requested
* Ensuring accuracy of new customer enrollment including freight terms, routing requirements, and VAS assignments
* Communicating new customers and their requirements to the DC's in advance of orders dropping
* Helping manage and monitor new customer orders to ensure processes are being followed and a stellar first shipment is provided to the customer
* Acting as the expert in program operations and support
* Partnering with Sales, Supply Chain, and Finance to ensure seamless customer interactions and timely resolution of issues
* Providing outstanding service and representation to external and internal customers through accurate data and professional communications
Managing Jira Customer Complaints & Weekly Sales Notes:
* Working to determine the root cause of reported issues
* Sharing and involving necessary departments to action issues. Managing escalation process to ensure the right parties are engaged
* Identifying and executing resolution on a variety of customer service issues in a prompt manner by coordinating with Operations and other internal and/or external teams
* Helping put processes in place to prevent these issues going forward
* Quantifying, monitoring, streamlining, and automating customer complaint workflow, ensuring timely completion
* Identifying trending issues thorough research and documenting findings
* Compiling and analyzing data to provide regular reports and updates to senior management, highlighting key performance metrics and customer-related trends
Managing Vendor Compliance Chargebacks:
* Documenting compliance chargebacks received from the customer
* Working with DC's to validate compliance charge is legitimate
* If legitimate, working with DC's to troubleshoot how it occurred
* Utilizing available resources to identify, offer solutions, and help implement improvements to protect customer experiences
* Monitoring and resolving issues
* If not valid, gathering necessary documentation to dispute the chargeback with the customer
* Tracking chargebacks by customer, DC, type, and dollar amount over monthly and yearly basis
* Utilizing data to drive strategic decisions and improvements
* Providing CB information to DC's monthly, along with findings and process changes instituted, and process change recommendations
* Coordinating with teams across the business to relay information (Sales & Finance Teams)
* Providing regular reports and updates to senior management, highlighting key performance metrics and customer-related trends
Coordinating with external partners by working with Customers, Sales Team, and DC's to address customer shipping issues, EDI troubles, order date rules, and other.
Removing roadblocks for DC's to ship:
* Troubleshooting the TMS website
* Managing customer parcel/shipping account numbers
* Resolving EDI processing issues
* Setting up new carrier in WMS
* Addressing missing labels
Providing Weekly VAS Updates to all DC's.
Managing VAS Question and Answer:
* Communicating new VAS requirements to DC
* Training DC's to VAS requirements
* Working with customers to determine what is acceptable and what isn't
* Understanding what options are available to help customers/sales reps in need
Driving process improvements.
Focusing on Customers.
Performing other job duties as assigned.
About You
* Distribution Operations Knowledge
* Customer Interface & Relations
* Sales Experience
* Systems: SAP, Excel (Intermediate), Outlook
* College degree
* EDI
* Jira experience
* Confluence experience
About Ariat
Ariat is an innovative, outdoor global brand with roots in equestrian performance. We develop high-quality footwear and apparel for people who ride, work, and play outdoors, and care about performance, quality, comfort, and style.
The salary range for this position is $24 - $27 per hour.
The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations. Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting. This range may be modified in the future.
This contract position may be eligible for select benefits through the payrolling agency. Benefits may include medical, dental, and vision insurance options and 401k.
Ariat will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local laws. Ariat is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis protected under federal, state, or local law. Ariat is committed to providing reasonable accommodations to candidates with disabilities.. If you need an accommodation during the application process, email ...@ariat.com.
Please see our Employment Candidate Privacy Policy at www.ariat.com/careers to learn more about how we collect, use, retain and disclose Personal Information.
Please note that Ariat does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Agreement, Ariat will not consider or agree to payment of any referral compensation or recruiter/agency placement fee. In the event a recruiter or agency submits a resume or candidate without a previously signed Agreement, Ariat explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Ariat.