Job Name:
Customer Experience Representative II

General information

Location: Oceanside, CA
Date:
06-Jun-2022
Company:
Andersen Corporation
Ref #:
1622
Job Category:
Customer Service
Oceanside
CA

Description & Requirements

Customer Experience Representative II: Oceanside Job Description :

Description - External

At Andersen, Orange is how we describe a spirit that drives us to imagine what’s possible. Our commitment at Andersen is to have an inclusive and diverse workplace where employees feel respected, valued and driven to realize their full potential. Whether in product development, our manufacturing processes, sales programs and services, the relationships we build—with our customers, our communities and each other—we see possibility everywhere, every day and use our collective talents to make it happen. We hope you’ll accept our invitation to Be Orange, Be You at Andersen.

 

PURPOSE:

Direct all customer contact functions, including but not limited to:  order processing, custom products, and multiple off-site locations along with third party outsource vendors.

 

RESPONSIBILITIES:

  • Can support multiple process flows across more than one function (i.e.; retail, custom).
  • Process transaction, handles exceptions, weighs options and alternatives.  Collaborates with others and embraces lack of standards to create non-standard customer resolutions.
  • Resolve and respond to customer inquiries (i.e.; product, policies, pricing) and identifies and presents up-sell options when available.
  • Handles expectations that are unique to the situation and require one-time solutions. 
  • Proactively identify solutions/options that meet customer needs; on product, delivery and service.  Be customer advocate.  Make customers aware of things that benefit them.  Heavy collaboration with other AW functions – own “C” accounts.  Customer follow-up.  Ability to effectively negotiate and influence sales at a transactional level.
  • Sees broader implications across multiple teams for continuous improvement opportunities.
  • Represent “The Brand” with a positive, professional, empathetic, customer-focused, and solution-oriented approach in their work.  Is results-oriented and takes proactive ownership of customer issues.  Strong written and verbal skills.  Understands who our customers are; both internal and external.  Lead by example.
  • Advanced knowledge of technical and business tools and has strong troubleshooting skills.

CULTURE AND BENEFITS: 

Our vision is to make the world a better place by living up to the promise that everyone benefits from their association with Andersen. We’re committed to making a difference through challenging ourselves each day, recognizing and rewarding success, taking pride in our work and honoring a legacy built on doing the right thing. There is great respect for life outside work so that you can bring your best self to work.

As an innovative and industry-leading organization, we think of benefits more broadly. From your health care to your work environment, to your development and quality of life, we think beyond basic benefits to provide a total rewards package including, but not limited to:

  • Medical/Dental/Vision/Life Insurance
  • Health Savings Account contributions
  • Paid holidays plus PTO
  • 401(k) plan & contributions
  • Professional development & tuition reimbursement opportunities
  • A culture that supports work-life balance
  • An environment where collaboration is key
  • Volunteer opportunities – on company time
  • Environmentally conscious business decisions
  • 8,000+ employees and career opportunities nationwide

REQUIRED QUALIFICATIONS:

  • High School diploma or equivalent plus 4 years work experience to include training and processing work. 

PREFFERED

·       1-3 years of experience in Construction and/or Window and Door industries

·       Experience with SalesForce, ACT, or similar database maintenance and input

·       Experience in providing detailed quotes and/or work orders to customers

·       Bilingual English/Spanish verbal and written communication skills

 

·       Evidence of continued education required; degree or certification preferred.