Supply Chain Customer Experience Specialist, II

				Overview:

The Supply Chain Customer Experience Specialist II is responsible for assisting with the resolution of cases or issues not resolved within the normal service level agreements or normal business process. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues of typically regional scope.

Responsibilities:

* Leverages knowledge of the organization and Zebra's business processes and solutions to drive resolution of issues not resolved within service level agreements or through the normal support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operations
* Scope of work is regional, but is considered urgent and requires rapid successful resolution.
* Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate, feeding updates and resolution to appropriate customer facing resources to convey to the customer.
* Assists with internal reporting / updates on the status of resolution to management and other stakeholders until resolved
* Resolution may include redirecting the issue to other functional teams (Customer and partner services, supply chain or other organizations) with specific instructions on next steps to take.
* May work directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner.
* May manage an escalation or exception process such as backorder, RMA resolution, shipment discrepancy, inventory reconciliation.

Qualifications:

Minimum Education:

Bachelor's degree in Business Administration, Marketing, or a related field.

Minimum Work Experience (years):

1-2 years experience in a customer-facing role in a corporate environment

Key Skills and Competencies:

Experience in responding to customer written requests for information. Strong communication and interpersonal skills. Demonstrated collaboration skills. Accurate and timely responses. Some familiarity with CRM (customer relationship management) systems and document management tools is beneficial.
Proficiency in Microsoft Office Suite required.

Position Specific Information

* Travel Requirements: 
* Able to Telework? Yes / hybrid
			

Apply

Share this job:

Share this Job

View company profile

Zebra Technologies

Connect To Our Company