Customer Experience Specialist

PORTWEST , a leading global manufacturer of safety wear, workwear and PPE is currently seeking applications for the position of Customer Experience Specialist, based at our US headquarters in Shepherdsville, KY. Portwest is one of the fastest growing workwear companies in the world currently employing over 5000 staff worldwide, with customer service staff in over 130 countries. We design, manufacture and distribute market leading workwear, safety wear and PPE in fully owned production facilities. 

Position Details

Title:  Customer Experience Specialist

Report To:  Office Manager

Start Date:  Flexible

Hours:  9.00am – 5.30pm Monday - Friday

Role Overview

As part of the wider Customer Service Team, the Customer Experience Specialist is responsible for handling incoming calls, queries, and requests from new and existing customers. This role focuses largely on order processing related activities for the US market, while supporting the extended customer facing team in providing an unparalleled experience for our customers across the US.

Primary Responsibilities

- Processing and releasing orders.

- Managing orders on credit hold.

- Handling return requests and issuing RMAs.

- Issuing credits.

- Answering customer and non-customer queries e.g. products, stock, pricing, ETAs, etc.

- Requests for tracking, catalogs and other marketing materials.

Key Performance Indicators

1. Phone/email service, etiquette, attitude and performance.

2. Stakeholder feedback.

3. Customer service scorecard.

Skills & Qualifications

- At least one year experience in a customer service or other customer facing role is desirable

- Positive mindset with strong customer service orientation

- Strong attention to detail

- Ability to work to tight deadlines and manage multiple priorities

Benefits

 10 days PTO | 8 paid holidays | 80% Employee Healthcare | Dental, Vision | 401k & Match | Company Outings |