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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and order management skills, with a focus on managing escalations and improving customer satisfaction. Proficient in utilizing data and feedback to drive process improvements and enhance the overall customer experience.
Highest-signal resume keywords
Customer Service ManagementOrder ManagementCustomer Experience ImprovementMicrosoft Office ProficiencyEscalation Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceOrder ManagementCustomer ExperienceData AnalysisProcess ImprovementEscalation Management
Soft Skills
Effective CommunicationRelationship BuildingTeam AccountabilityEngagement Promotion
Tools & Technologies
Microsoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft Outlook
Industry Keywords
Customer SatisfactionService DeliveryCross-Functional CollaborationCustomer TrainingSelf-Service Tools
About the role
Key responsibilities & impact- Serve as the escalation leader for assigned customers and internal teams, driving timely resolution and balancing customer needs with business priorities
- Strengthen relationships with top customer accounts and identify opportunities to improve satisfaction, retention, and service experience
- Act as the primary point of contact for customer communication across order and service delivery
- Lead customer and internal cross-functional meetings
- Partner with Order Management, Delivery, Operations, Sales, Service, and other stakeholders
- Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities
- Lead and support process improvement initiatives
- Promote team accountability and engagement
- Identify customer training needs and facilitate adoption of self-service tools, portals, system enhancements, and digital resources
- Maintain accurate customer and order information and reporting
- Own customer survey follow-up and coordinate corrective actions
- Lead or support strategic initiatives and special projects
- Participate in and help lead onsite customer meetings, including travel to customer locations as needed
- Own the end-to-end customer experience and drive accountability for customer outcomes
Requirements
What you’ll need- Bachelor's Degree
- 1+ year of experience in Customer Service, Order Management, and/or Customer Experience
- 2+ years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders
- 2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook
- Ability to travel through the US 25%
Benefits
Comp & perks- Short-term cash incentives, subject to plan requirements
- Medical, Dental, Vision
- Wellness incentives
- Retirement Benefits
- Paid vacation days, up to 15 days
- Paid sick days, up to 5 days
- Paid personal leave, up to 5 days
- Paid holidays, up to 13 days
- Birth and adoption leave
- Parental leave
- Family and medical leave
- Bereavement leave
- Jury duty leave
- Military leave
- Purchased vacation
- Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition Assistance