Created: 31-01-2020

Deadline: 28-02-2020

Category: Operations

Location: Columbia, Maryland

Under general supervision, the Customer Experience Representative will provide world class customer service to internal and external customers. The Customer Experience Representative will maintain and build superb customer satisfaction by resolving complex service problems for internal and external customers. In this position, the Customer Experience Representative will be empowered to make decisions to satisfy the customer while still holding PANDORA’s values in high regard. The Customer Experience Representative is responsible for building brand loyalty and de-escalating complaints by displaying active listening and problem-solving skills. Also, will guide internal and external customers through the resolution process with valuable product and service information.  

Essential Functions:
• Respond to inbound inquiries received by phone and/or email in different queues that service internal and external customers
• Record all details of inquiries, comments and complaints as well as details of actions taken in case management system - Salesforce
• Enter different type of sales orders into Microsoft Dynamics AX or B2B portal (Cloud) that are emailed or phoned
• Identify and leverage the appropriate resources for resolving issues by utilizing thorough knowledge of the organization
• Produce and accept personal accountability for consistently high quality of work
• Make decisions that achieve the right balance between customer satisfaction and upholding the company’s principles and policies
• Nurture and improve customer relationships by thoughtfully evaluating and self-reliantly making fair decisions
• Assist Customer Service Manager/Supervisor with more challenging internal and external customer complaints or issues
• Gather and analyze data in a resourceful and self-sufficient manner when solving customer difficulties and issues
• Gain a thorough knowledge of the full product assortment including current and retired items
• Maintain a friendly, professional tone that is respectful to customer and team members
• Be willing to work on a high collaborative environment
• Maintain responses within 24hr turnaround time for emailed inquiries and strive for shortening phone call hold times
• Promptly resolve internal and external customer complaints. Determine the cause of the problem, research alternatives, select and explain the best solution to solve the problem, expedite correction or adjustment, coordinate with necessary departments, and follow-up to ensure resolution and satisfaction
• Handle daily customer service responsibilities including but not limited to: Handling all invoice claims, sending copies of invoices, providing Cloud support, issuing RA numbers, maintaining customer account information, and responding to inquiries regarding order status, packaging allowance, assortment guidelines, etc.
• Prioritize and manage the workday effectively and efficiently in order to be available to handle customer concerns as well as take care of day to day customer service responsibilities
• Identify opportunities for improving team efficiency and reducing response time

Educational Background: HS/GED or Bachelors

Years’ Experience: 3-5 yrs.

Personal Competencies:
• Strong interpersonal and written communication skills
• Outstanding service orientation
• High attention to detail
• Professional and personable
• Flexible
• Poised under pressure
• Strong product knowledge
• Consistent in day to day performance
• Strong decision-making skills
• Resourceful
• Self-sufficient and self-motivated

Computer Skills:
• Proficient in Microsoft Office applications
• Proficient in WMS and OMS applications
• Salesforce (Preferred)

Language Skills: French

If you are interested in this position, please send your resume to northamericacareers@pandora.net

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