Customer Care Specialist in Tempe, AZ at Benchmark Electronics

Date Posted: 2/23/2020

Job Snapshot

  • Employee Type:
  • Location:
    Tempe, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Title
Customer Care Specialist

Job ID(Requisition ID):

Job Summary
The Customer Care Manager is responsible for ensuring that Benchmark excels at taking care of our customers through execution of standard processes, use of differentiated marketing documents and presentations, and through planning and preparation for visits globally throughout the Benchmark network. This role is also responsible for driving continuous improvement in our customer care processes by coordinating projects based upon the information received from our customers in the various surveys and feedback mechanisms.

Essential Functions and Competencies

§ Demonstrates discretion, confidentiality, independent judgment and professionalism § Excellent written and verbal communication § Demonstrate teamwork and the ability to operate on diverse project teams with minimal direction § Available for travel up to 10% of the time, including day, overnight and internationally, as required § Experienced user of Microsoft software tools such as PowerPoint, Excel, SharePoint, etc. § Ability to work collaboratively with internal teams at Benchmark § Demonstrated ability to proactively drive initiatives throughout a global organization § Demonstrated ability to identify projects based upon an objective review of data and collaborate with internal teams to drive associated improvements § Ability to take on project leadership/ownership and complete projects in a timely manner § Effective organization and prioritization skills
Qualifications / Education / Experience
Ensure global compliance to customer visit processes o Communication of travel information to Benchmark visitors, including recommended airports, preferred hotels, restaurant options, and local events o Assist in coordinating visit prep meetings to ensure alignment prior to customer visits o Gather visitor feedback following visit to enable continuous improvement o Work with sites to create standardized facility tour route and associated maps and signage § Monitor customer care rating system and ensure all sites are aware of gaps, opportunities, and best practices § Ensure standardized signage, created by Benchmark Marketing, is in use throughout the Benchmark network § Ensure that the most current presentation content, created by Benchmark Marketing, is being used for all customer meetings § Lead customer survey process o Ensure we are surveying the right contacts at our customers o Ensure communication and coordination across all Benchmark teams o Ensure post-survey actions are identified and completed o Continuously improve the process § Enforce customer scorecard communication process o Ensure appropriate actions are identified and completed o Create methodology for tracking common themes across customer surveys § Identify areas of opportunity to improve the customer experience at Benchmark § Perform audits of sites to ensure compliance to standards and procedures associated with customer care § 5-7 years of experience in an electronics manufacturing environment § 4-year degree from an accredited college
Job Category
Job Location
Tempe, AZ, USA

Pay Type
Travel Requirement
Job Type

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