Job Description

Customer Experience Specialist
Job Number: 21-16818
 
Join the Eclaro Team! Eclaro is looking for a Customer Experience Specialist for our client in Florham Park, NJ. This is a contract position located at our client's site.
 
Eclaro's client is a leading component manufacturer with a portfolio of oil and gas, chemicals, plastics, performance products, agricultural products and fine chemicals. Their customer base includes many diverse industries and markets, including pharmaceutical, aerospace, textile, construction and automotive industries.  If you’re up to the challenge, then take a chance at this rewarding opportunity!
 
Position Overview:                                                                    
  • In this role, also manage the order to cash process and engage supply chain team members and commercial team members to contribute to an exceptional customer experience.
  • Responsible for resolving issues beyond your core responsibilities, with the expectation to continuously improve the customer experience.
  • In addition, will anticipate the customers' needs and take proactive actions to exceed expectations, using your in-depth knowledge of the business and our customers.
  • Will be a champion for change while embracing digital solutions and driving process automation.

Responsibilities:
  • Supply Chain, or similar field, expertly manage the order to cash process to manage and translate tactical actions to strategic thinking.
  • Will anticipate customer needs and provide recommendations based on order patterns.
  • Using strong business acumen, you will be responsible for driving financial results for your customers.
  • Will identify opportunities for upselling and identify deviations from Customers' forecast.
  • Improve customer satisfaction through driving continuous improvement activities. 
  • Relying upon strong analytical and problem-solving abilities will navigate complex order-to-cash processes and manage competing priorities, assist in strategic decision making, and continuously look for opportunities to improve processes and policies that impact the customer experience.
  • Responsible for presenting and implementing solutions to complex customer needs.
    Responsible for sharing best practices across the organization to accelerate business growth.
  • Analyze Supply Chain and Business Key Performance Indicators and drive improvements based on findings.
  • Relying upon excellent interpersonal skills, collaborate and interface with business partners and functional teams, as well as partner with commercial teams to have an in depth understanding of the customers and their markets, by actively engaging in discussion with customers and the commercial organization.
  • Expected to contribute to the businesses growth and profitability.
  • Proactively identify and prioritize opportunities, develop sustainable solutions, contribute to account plans, and champion continuous improvement and overall performance.
  • Will also be responsible for ensuring a sustainable business continuity plan for your Customers and backup team members across the Customer Experience Team.
  • Leverage Salesforce to engaged in commercial topics with key internal stakeholders.
  • Will be a champion for digital tools and approaches. The ability to identify and implement digital solutions will be an essential skill for success.
  • Engage customers and promote digital commerce tools and resources to enable self-service and to improve engagement with our customers.


Skills:
  • Demonstrating excellent organization skills, you will facilitate the resolution of order exceptions and issues impacting the customer's order, as well as utilize or establish reporting processes to identify and communicate solutions in a timely and professional manner to all stakeholders.
  • Combining the ability to work independently, be a self-starter, and lead change in a team setting will be essential, as you gather and interpret market intelligence from a customer.
  • It will be essential to exhibit strong time management skills, organization capabilities, as well as be extremely adaptable and open to change, while being a team player that is result orientated.
  • Robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning will be essential, as you manage the customer's eCommerce platform, actively pursue eSolutions to suit the needs.
 
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
 
If interested, you may contact: 
Alvin Costan       
alvin.costan@eclaro.com
6466800170
Alvin Costan | LinkedIn
 
Equal Opportunity Employer:
Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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