Tobii Dynavox

Senior Customer Experience Associate

Tobii Dynavox

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • United States

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Job Level

Senior

Tech Stack

Go

About the role

  • Guide customers and junior level staff to TD resources, ensuring internal and external customers have a consistent and positive pre-sale experience
  • Respond to inquiries and issues requiring in depth research and follow through
  • Identify and implement improvements of internal and customer facing processes that enhance the efficiency of order management and operational functions
  • Monitor the effectiveness of implemented changes and adjust strategies as needed to ensure continuous improvement.
  • Provide training, coaching, and support to internal teams to improve their ability to utilize new tools, systems, and processes effectively.
  • Represent the Customer Experience Team and their customers during Go To Market and other Product related meetings and activities
  • Submit completed quotes and bids to federally and/or state funded agencies
  • Develop and maintain internal resources, tools, and best practices for use by the order management and other customer facing teams to ensure consistency and accuracy in operations.
  • With the Customer Experience Manager, track and provide report outs on customer and internal customer trends and needs
  • Conduct regular reviews of current processes, systems, and performance metrics to identify areas for improvement and propose actionable solutions.
  • Review and update departmental forms and internal process documentation
  • Collaborate with cross-functional teams to streamline processes, optimize workflows, and improve overall system efficiency and customer experience.
  • Resolve escalated order management issues, assist with order management quality assurance initiatives and monitor backorders
  • Foster customer relationships, gather and track feedback and recommend improvements to the order management experience with a “customer first” approach
  • Perform various other duties as assigned

Requirements

  • Bachelors degree or equivalent related experience
  • 3 to 5 years experience in a related position
  • Attention to detail with a commitment to achieving results through service excellence and high standards
  • Excellent written and verbal communication skills
  • Excellent problem resolution
  • Bilingual (English/French) applicants are encouraged
  • Proficiency in MS Office, including Excel, Word and PowerPoint
  • Proficiency in Salesforce or similar CRM
  • Ability to multi-task and work with interruptions
  • Ability to communicate in different settings and with a variety of communication partners
  • Travel may be required on occasion (1-2 times per year)
Benefits
  • Health insurance
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
order managementprocess improvementcustomer experiencequality assurancedata analysisreportingtrainingcoachingproblem resolutionmulti-tasking
Soft Skills
attention to detailservice excellencecommunicationcollaborationcustomer relationship managementadaptabilityfeedback gatheringstrategic thinkinginterpersonal skillsorganizational skills
Certifications
Bachelor's degree