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SUMMARY
The Customer Experience Specialist (CES) acts as the liaison between members, customers, suppliers, and UniPro staff members. The position’s primary focus is to build and maintain overall relationships with members and customers, allowing for open communication and opportunity resolution. The CES is responsible for carrying out terms outlined in the executed master distribution agreements and ensuring compliance to all agreed upon responsibilies.
Additional Titles:
- Account Coordinator
- Customer Coordinator
ESSENTIAL FUNCTIONS
- Communicates with members and tracks supplier contract information.
- Responsible for managing master distribution agreements and assuring all triggers and terms are communicated and executed
- Coordinates information flow between NDA, members, and customers
- Performs sales analysis in accordance with policy and procedure.
- Assist in development of customer meeting materials
- Responsible for identifying areas of opportunity for both members and customers.
- Conducts customer and member surveys.
- Assist in product recovery scenarios
- Manages product recalls
- Creative thinker, willing to suggest and research new policies in order to enhance and evolve current responsibilities.
SUPERVISION GIVEN AND RECEIVED
Reports to VP-Sales and Customer Development
INTERNAL/EXTERNAL CONTACTS
There is abundant communication with assigned National Distrubtion Alliance (NDA) accounts, NDA President and Directors, Sales, member principals, member account executives, and suppliers.
OTHER FUNCTIONS
- Attends NDA conferences.
- Facilitates and participates in group meetings and functions.
- Suggests procedural enhancements and operating improvements and assists in their development.
- Performs additional duties as assigned.
JOB REQUIREMENTS & QUALIFICATIONS
Bachelor’s degree or equivalent work experience required. Excellent verbal and written communication skills required. Experience working in a customer-oriented environment with an emphasis on remote communication a plus. Must have excellent attention to detail and be self-motivated with a high degree of initiative. Proficient in Microsoft Office software with expertise in Excel required. Must have the ability to achieve a detailed understanding and knowledge of the reporting application. Results-driven, highly motivated self-starter mentality is required.
OTHER REQUIREMENTS
Occasional travel, 2-3 times per year
