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Customer Experience Specialist
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- Process no charge orders and / or credits in ERP system in a timely manner, in conjunction with creating/maintaining corresponding claim cases in Salesforce.com.
- Process samples and literature fulfillment requests as requested.
- Serve as a backup for assigned CSA partner as needed, including but not limited to; maintaining Salesforce Support queue, handling phone calls, processing no charge orders / credits.
- Provide timely feedback to the Customer Service Manager regarding product failures or customer concerns.
- Refer unresolved customer grievances to the Customer Service Manager for resolution as needed after completing an initial investigation to gather facts.
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