Job Overview
As a Customer Excellence Representative, you will be the first point of contact and face to our customers. Your primary responsibility is to provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role involves handling customer inquiries and collaborating with various departments. The ideal candidate will have a strong background in customer service, excellent problem-solving skills, and a passion for delivering superior customer experiences.
Primary responsibilities for this role include:
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Customer Interaction: Serve as the primary point of contact for customer inquiries and complaints, ensuring timely response showing empathy and driving effective resolution.
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Process Support: Provide accurate information to our customers about products, services and procedures. Process vendor onboarding requests, orders, returns, and exchanges to support the Order to Cash process.
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Coordination: Customer request coordination from start to finish, serving as the main point of contact for the customer, managing the step by step process to fulfill the customer request.
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Collaboration: Work closely with other departments such as Sales, Field Service, Operations, Logistics and Finance, to address customer needs, resolve issues and contribute to cross-functional projects.
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Record Keeping and Documentation: Maintain detailed and accurate records of customer interactions in our CRM, ERP, and Sharepoint systems. Documents processes and procedures as required; this may include both internal and external documentation.
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Process Improvement: Identify areas for improvement in customer service processes and work with management to implement changes that enhance efficiency, service quality and customer experience.
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Customer Experience: Foster an excellent customer experience and drive loyalty and advocacy in the customer base.
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Policy Adherence: Ensure compliance with company policies and procedures, and contribute to the development of new policies as needed.
We are ideally looking for someone with the following skills and experience:
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Education: High school diploma or equivalent; college degree preferred
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Language: Fluent in English (required), Mandarin (preferred), or French or German
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Experience: Minimum of 1-3 years of experience in a customer service role
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Skills: Excellent communication and interpersonal skills and the ability to remain calm under pressure. Strong problem-solving abilities. Ability to work in a fast-paced environment.
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Knowledge: Proficiency in customer service software and tools, with a solid understanding of customer service best practices and industry trends.
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Attributes: Proactive approach to problem-solving, and a commitment to providing outstanding customer service.
We know there is no such thing as the perfect candidate and that there is great value in transferrable skills, so please don’t feel you have to tick all of the above boxes to apply!
We are open to this candidate working from our Waltham, MA (US) office or Oxford (UK) office, and this role requires that the candidate have the right to work in that location.
Refeyn supports hybrid working where the role allows and offers flexible start and finish times. We also have a subsidised weekly lunch for onsite employees and a vibrant social calendar which includes holiday parties and midsummer festivals plus an annual team budget for managers to plan team-building activities.
Refeyn is committed to being an equal opportunities employer. We are working hard to create a safe and empowering environment for all, and firmly believe that there is great strength in building teams with different voices, experiences, perspectives and backgrounds. We welcome applicants from all sections of society to join us on our mission to transform analytical workflows using the power of light.
