The Customer Experience Advocate (CEA) is responsible for being on Panduit's front line to ensure the customer receives a frictionless experience in doing business with Panduit. By independently administering to all aspects of the customer experience for Panduit. The CEA is responsible for coordinating across all functional units to quickly resolve specific customer requests and needs, both stated and implied. The goal of this role is to provide transparency to customers on their transactions and requests as well as provide preemptive solutions, thus delivering a frictionless customer experience.
- Independently manage all customer request, including Orders, discrepancies, product inquiries, returns, and/or any physical or transactional exceptions throughout the order cycle process including physical delivery of inventory.
- Independently work with all channels within Panduit, to meet the customer's expectations which results in achieving a frictionless experience creating brand preference.
- Responsible for maintaining and building relationships with all customers especially assigned regional Panduit customers and Panduit sales teams through excellent communication and interpersonal skills.
- Collaboration with Panduit sales to develop efficient methods for resolving issues with external customers. Monitor customer satisfaction levels based on survey results of performance and develop corrective action plans to rectify dissatisfied customers.
- Work independently to propose solutions and resolve issues for customers, then work with internal teams to ensure that solutions are carried out in a timely fashion.
