Senior Specialist, Customer Experience - Princeton, NJ
Core
Manage customer orders from entry through payment, resolve service issues, and analyze performance metrics to drive customer satisfaction and operational excellence.
Role type
Senior Customer Experience Specialist
Builds
Seamless customer journey for health, nutrition, and beauty products
Domain
Consumer goods (health, nutrition, beauty)
Required skills
Order management, customer inquiry resolution, cross-functional collaboration, data analysis, process improvement, stakeholder management
Preferred skills
Bachelor's degree, 5+ years in customer care/relationship management
Technologies
None stated
Responsibilities
Manage customer orders from entry through payment ensuring timely processing and KPI achievement; Resolve customer inquiries and complaints related to returns, credits, and non-conformances; Handle complex customer care matters including escalations and master data accuracy concerns; Analyze customer service performance metrics to identify trends and recommend actions; Build strong customer relationships by maintaining accurate information and supporting demand planning; Collaborate with internal stakeholders to improve processes and eliminate recurring issues