Job Description

Job Title: Customer Experience Specialist

Location: Irvine, CA 92618

Schedule: Hybrid - Monday & Friday Remote

Position Type: 4 month contract

Pay Rate: $28-30/hr

Start: ASAP

Must-Have Qualifications:

• 2+ years in customer service, inside sales, or a related field.
• Experienced in CRM/ERP systems, preferably Microsoft AX/Dynamics.
• Exceptional verbal and written communication skills to effectively interact with internal and external teams/stakeholders.
• A proactive and solution-oriented mindset with strong analytical skills.
• High level of accuracy and organizational skills to ensure error-free order entry and customer data management.
• Proficient in Windows applications and Microsoft Office programs (Word, Excel, Outlook, Teams)
• Strong ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.

Job Description:

Insight Global is looking for a highly motivated and detail-oriented individual to join our client's team as a Customer Service Specialist. In this role, you will manage a range of customers, building and maintaining strong relationships to grow and strengthen our business. With a customer-obsessed mindset, you will oversee the end-to-end order process, ensuring exceptional service at every stage of the transaction— from initial quotation through order entry and resolution of any issues post-delivery. You will be the key liaison between customers and internal teams, ensuring customer needs are met efficiently and accurately while following standard operating procedures.

Daily Responsibilities:

• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring all data is accurate, complete, and up to date.
• Monitor and maintain delivery timelines to ensure alignment with customer expectations.
• Communicate changes to product lead times, inventory availability, or other order-related updates to customers and internal teams proactively.
• Collaborate with internal teams to ensure seamless order management and resolution
• Provide timely and accurate order status updates, including shipment tracking information, as requested by customers.
• Process credit card payments and support financial operations for efficient customer account setup and issue resolution.
• Assist in the preparation and follow-up of customer quotations, ensuring accuracy and alignment with customer requirements.
• Proactively identify and resolve order discrepancies, working closely with the warehouse and operations teams.
• Maintain and update sales agreements, pricing, and customer information in the ERP system and relevant databases.
• Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction.
• Provide support for online customer interactions, including WebChat, ensuring a consistent and professional experience.
• Attend team meetings, training sessions, and workshops to enhance professional knowledge and contribute to organizational success.
• Ensure customer records, including contacts, addresses, and account information, are accurate and up to date in the CRM/ERP system.
• Support data cleanup initiatives to enhance data integrity and prepare for future integration and system improvement projects.
• Perform other duties as assigned or directed by the manager.

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