Customer Experience and Program Specialist - Taoglas : Job Details

Job Title: Customer Experience Specialist – M&I

Location: San Diego, CA

At Taoglas we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth. We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.

About us

We tackle real-world engineering challenges faced during the development of complex RF and wireless systems. Our antennas, advanced IoT components, and custom design services are the building blocks you need to bring connectivity solutions to market on time, the first time. Since our foundation in 2004, we have grown from our heritage in antennas to having engineering resources, state-of-the-art test chambers, and pre-certification centers around the world. Our global team works obsessively to deliver an uninterrupted supply chain for rapid local delivery and seamless support internationally. Our commitment to continuous innovation, proactive customer service, and quality you can trust builds partnerships that don't end with a single IoT component. We engineer solutions that deliver long-term peace of mind to our customers and colleagues, creating time and space to work together to advance global connectivity.

Reporting to: Director of Sales - Mobility & Infrastructure

Main Purpose:

The Customer Experience Specialist is responsible for customer satisfaction and support, following up with customers, inputting and completing orders, and inputting sales leads. In addition, this individual will work closely with the Mobility & Infrastructure team to help increase revenue through the Mobility & Infrastructure Program.

Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions/activities.

• Provide quality service and support in a variety of areas including, but not limited to placing orders, ETDs/Lead times, and products and services for the M&I sales team.

• Troubleshoot customer issues over the phone and electronic methods, and handle issues in the best interest of both the customer and company.

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers' experience.

• Contact existing customers through, but not limited to, phone calls, email, and seminars to communicate opportunities to extend initiatives with the company.

• Train and review Taoglas application processes for M&I sales representatives to ensure the sales program's success across teams and departments throughout the company.

• Maintain and publish the Master Pricing List for the Mobility & Infrastructure team.

• Identify revenue opportunities within customers' communities through communications and other activities as needed.

• Call prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline.

• Reviewing and updating sales representatives' assignments in HubSpot for sales orders to maintain accurate commission reports.

• Work with the San Diego CCD team on custom and high visibility orders/samples to ensure quality and customer needs are met as well as liaising with the production team to ensure that on-hand inventory is maintained to meet M&I's rapid turnaround.

• Make outbound calls to new & existing reseller customer base to review shipped sales orders for QC review and Opportunity Inquiries such as legacy customers who have an identified deviation in order consistency.

• Attend sales presentations and trade shows to assist with real-time inventory and part number identification and coordinate item/task-specific follow-ups.

• Point of contact for M&I projects (development/post-mortem/active issue)

• Working with the quality team, to develop and maintain SOPs for the M&I environment.

Qualifications/Skills:

• High School Diploma or equivalent education and/or experience.

• Minimum 2 years of customer service experience. Competencies:

• Collaboration Skills

• Customer / Client Focus

• Ethical Conduct

• Initiative

• Results Driven

• Time Management Supervisory

Responsibility:

This position currently has no supervisory responsibilities.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee must frequently lift or move objects up to 20 pounds and occasionally lift or move objects up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to focus.

Position Type / Expected Hours of Work:

This is a regular, full-time position. Office hours are Monday – Friday, 8:30 AM TO 5:00 PM. Occasional evening and weekend work may be required as job duties demand.

Classification:

Non-Exempt: This position is classified as non-exempt under the FLSA. Non-exempt employees are eligible for overtime pay for hours worked beyond the standard 40-hour workweek. You will be compensated at an overtime rate for any hours worked beyond the regular workweek. Your expected hours of work will be defined in your employment agreement, and you are required to accurately record your work hours.

Travel:

Up to 5% of some occasional local day travel may be necessary. Some overnight travel may be anticipated for this position.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice