Our Company
Careers
Neutral Posture is a women-owned manufacturing company in Bryan, TX. We employ people in anything from production to accounting to customer service to engineering. Our philosophy includes empowering our employees to become the BEST OF THE BEST- we expect as much from our employees as that we give. Our average tenure is over 7 years - the dynamic environment, great benefits & "extras" make it a great place to work! We are always looking for top performers to join our team and invite you to submit your resume. All resumes are acknowledged and remain under active consideration for one year from the date they are received. Neutral Posture, Inc. is an equal opportunity employer.
Customer Experience Specialist
Position Summary
The Customer Experience Specialist is responsible for overseeing a designated region who in conjunction with the outside sales representatives, ensures that the customers' experience with Neutral Posture is engaging and rewarding. The Customer Experience Specialist creates an exceptional experience by demonstrating specialty product knowledge, assessing customers' needs by actively listening and providing solutions to maximize customer satisfaction and loyalty. This position reports to the Customer Experience Manager within the Neutral Posture organization.
Responsibilities
- Responsible to ensure that the customer experience for each account meets the satisfaction of each customer and the standards of Neutral Posture
- Build sustainable customer relationships of trust through open and interactive communication
- Assist customers with placing orders, product questions, order status and guiding product users through product features and functionalities
- Assist customers in resolving product or service problems related to product features, usability, technical issues and product performance by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Serve as a point of contact for the outside sales representatives to turn over any customer needs and concerns that have been requested of them
- Collaborate and build strong relationships with internal teams to support needs of the outside sales representatives and customers
- Maintain and create detailed documentation through logging of communication/interactions for customer and internal use
- Proactively conduct outbound sales, quality assurance, product and service-related calls
- Capture and relay relevant customer feedback and insights to internal teams such as operations, tech, marketing, and product in order to constantly improve the customer experience
- Maintain an expert-level knowledge of our ever-evolving product, service offering and internal systems
- Contributes to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of Neutral Posture
Required Attributes
- 2+ years previous customer service/sales experience or equivalent experience
- Must have the ability to work independently and drive change, but also be a team player
- Excellent verbal, written and interpersonal communication skills
- Must be detail oriented, organized, flexible and able to multi-task
- Strong customer focus and collaborative work style
- Possess strong customer service and computer skills
- Strong willingness to take on other responsibilities/duties as needed
- Ability to interact with all levels and areas of the company
Preferred Skills and Abilities
- Extensive knowledge of NP products and processes or experience in the commercial furniture industry
Equipment
MS Office Suite, PC, General Office Equipment
Full-time position, employee friendly, 401(k) participations, and paid time off. All applicants will receive consideration for employment regardless of disability or protected veteran status. We are an Equal Opportunity Employer!
Interested in joining our team? Send your resume to sdawson@neutralposture.com.
