<p>Position Summary:</p> <ul> <li>The Customer Solutions Specialist is responsible for providing solutions to better fit the Customer Experience Team, and Palmer Holland Customer, needs. The Customer Solutions team is tasked with developing analytics for process improvement both for internal use and for our customers, and for overall team project management in conjunction with defined process changes. The Customer Solutions team owns and manages the Corrective Action and Non-conformance process within the Customer Experience team. Additionally, the Customer Solutions team is responsible for regularly obtaining customer feedback and fostering continuous improvement on the Customer Experience team. </li></ul> <p>Essential Tasks of the Position:</p> <ul> <li>Communicate with warehouses regarding non-ship order and complete process to automate notifications to customers. Also, run and communicate protect from freeze reporting. </li><li>Process tasks associated customer complaints/non-conformances to establish corrective action, root cause, and implement sustainable solutions where possible </li><li>Evaluate ongoing performance to understand recurrence of non-conformances and provide potential corrective action solutions. </li><li>Interface with customer contacts as well as internal teams in an effort to solve complex problems within the confines of the Account strategy </li></ul> <p>o Conduct regular calls with Account contacts to obtain ongoing feedback and discuss customer needs and requirements.</p> <p>o Work in SEI and excel to run reports required by customers and for internal use on Customer Experience team.</p> <ul> <li>Tactical leader and point of contact for customer projects: proposals; analysis; presentations; etc. </li><li>Focus on learning of Palmer Holland reporting systems, ie: Microsoft Office, SEI, SQL to create improved efficiencies for Customer Experience Team. </li><li>Review incoming customer scorecards for opportunities for improvement and work with teams to correct or implement as necessary. </li><li>Work with other PH departments to centralize efforts and resolution as part of overall Corrective Action Resolution. </li></ul> <p>Requirements:</p> <p>Education:</p> <ul> <li>N/A </li></ul> <p>Experience:</p> <ul> <li>Experience in customer service preferred </li><li>Experience with non-conformance or CAPA experience preferred </li></ul> <p>Knowledge/Skills:</p> <ul> <li>Intermediate level of expertise in MS Office and Contact Management Software </li><li>Excellent verbal and written communication abilities </li><li>Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers </li><li>Ability to handle sensitive information with confidentiality and discretion </li><li>Detail oriented with strong, accurate clerical skills </li><li>Proficient at multi-tasking </li><li>Proactive problem solver </li><li>Highly motivated </li></ul> <p>Physical Requirements:</p> <ul> <li>Satisfactory motor skills relevant to position </li><li>Ability to sit for long periods of time </li><li>Ability to lift up to 25 pounds </li></ul>