Vision: 

 
At Mercana, we are committed to providing exceptional customer experiences and setting new industry standards. As a Customer Experience & Operations Support, you will oversee the entire customer journey from order placement to post-sale relationship management. You will be the key point of contact for your assigned customer list, ensuring smooth order processing, handling claims efficiently, and fostering long-term relationships with both customers and sales representatives. 

Who You Are: 

• Superior Communication Skills: Proficient in both verbal and written communication, able to convey information clearly and effectively. 

• Positive Team Member: Collaborative and respectful, working harmoniously with colleagues to achieve collective goals. 

• Conflict Resolution Skills: Adept at handling and resolving conflicts with tact and professionalism. 

• Multi-Tasker: Capable of juggling various responsibilities and thriving in a dynamic environment. 

• Customer Service Excellence: Committed to providing outstanding service and support in all interactions. 

What You Will Do: 

You will be accountable for managing the full lifecycle of customer interactions, from the initial order to after-sales support and claims management. This includes ensuring a seamless, positive experience from start to finish and continuously nurturing relationships to foster growth and loyalty. 

1. Order Placement and Management: 

• Order Processing: You will begin by overseeing the smooth and accurate placement of customer orders, ensuring timely and efficient order fulfillment. You’ll help process sales orders, quotes, and claims, ensuring they are aligned with our operational goals and delivered on time for customer accounts assigned to you. You handle order update and cancellation requests, including quantity, items, and shipping details. 

• Logistics and Inventory : As the primary point of contact, you'll coordinate with the logistics team to ensure any delivery issues are swiftly addressed, ensuring customers receive their orders as expected. You also coordinate with logistics and Inventory teams for location code changes, stock reallocation requests, and freight rule updates. 

• Payments: You will track and ensure timely collection of Credit Card payments before order releasing. You collaborate closely with the Finance team ensuring the completion of financial transactions while fulfilling the order. 

• Tradeshows: You manage tradeshow orders and special promotions, manage quotes and order reviews 

1. Claims Management: 

• Handling Claims: Should any issues arise with your customer orders, you will take full ownership of managing and resolving claims from start to finish. This involves reviewing and processing claims, coordinating with relevant teams, and communicating directly with customers and vendors to reach fair resolutions. 

• Documentation & Resolution: You will validate claim documentation and ensure it is accurately processed, identifying any discrepancies and resolving them promptly to maintain customer satisfaction. 

1. Customer Interaction and Support: 

• Ongoing Customer Interaction: As the main point of contact for your customer list, you will manage ongoing communications, responding promptly to inquiries (email or phone), concerns, and requests. Whether handling order updates or addressing claims, your focus will be to provide excellent service and build trust at every touchpoint.  

• Inbox management: Manage the New Order Inbox and personal inbox to ensure timely responses. 

• Building Long-Term Relationships: You will nurture relationships by providing exceptional customer service and support to the sales team. Your role will be pivotal in ensuring that both customers and sales reps feel supported and valued. 

1. Feedback and Continuous Improvement: 

• Customer Feedback Management: You will actively seek and analyze feedback from your customers to identify areas for improvement by discussing it with the Customer Operations manager. This will help you address recurring issues and continuously improve the service provided. 

• Process Optimization: By closely monitoring customer interactions and claims, you will help identify recurring trends or issues, offering insights to improve processes and reduce claim frequency. 

1. Supporting the Sales Team and Trade Show Presence: 

• Collaborating with Sales Representatives: You will be an extension of the sales team, upholding the highest customer service standards and resolving any issues that could impact sales or customer satisfaction. 

1. Process and Training Support: 

• Process Improvement: You will contribute to the continuous evaluation and improvement of operational procedures, ensuring that order processing, claims handling, and customer communications are efficient and effective. 

• Training and Onboarding: As an expert in the field, you will assist in the onboarding and training of new team members, sharing best practices for claims processing, order management, and customer relationship building. 

Qualifications: 

• Proven experience in customer service or operations roles, with demonstrated proficiency in managing orders, claims, and customer relationships. 

• Strong organizational skills with the ability to handle multiple tasks and responsibilities efficiently. 

• A proactive approach to communication and customer care, with a focus on building long-lasting relationships.