Customer Experience Specialist (Administrative)

The Customer Experience Specialist is an integral member of the Sales team. By identifying and resolving product quality and product performance concerns, the Customer Experience Specialist helps to differentiate MPI and is essential to promoting customer loyalty.
ESSENTIAL FUNCTIONS
1. Collaborate with sales team, product support and end-users to identify and provide solutions for product inquiries documenting in the applicable software.
2. Create and process warranty and part orders.
3. Collaborate with the Product Support Specialist to identify and escalate product complaints.
4. Assist in fulfilling and documenting customer warranty claims.
5. Create and coordinate shipping/returns via the RMA process.
6. Coordinate RMA evaluation with the Research and Development team and external vendors.
7. Identify and provide documentation for End of Life and End of Service units.
8. Collaborate with sales team on potential sales opportunities arising from service requests.
9. Organize records and photos into appropriate databases.
10. Train and serve as back-up to Product Support Specialist in supporting customer complaints and product final inspections.
11. Understands and adheres to Quality & Compliance policies and procedures.
12. Follows safety procedures and maintains a clean and safe work environment.
13. Utilizes appropriate personal protective equipment where/when necessary.
14. Contributes to a respectful, non-hostile, non-violent work environment.
15. Understands the purpose, value, and impact work has on product customers and users.
Other duties as assigned.