Customer Excellence Specialist

ASRaymond has an exciting and challenging career opportunity for a Customer Excellence Specialist in its Maumee, OH location. If you are a talented, self-driven and high- energy individual and would like to add value to the Customer Service team by leading continuous improvement efforts and can easily establish a good rapport by collaborating cross-functionally with key departments, this position is for you. This will be a challenging and rewarding opportunity for the right candidate who can make a positive impact as part of the customer service team. 

Core Responsibilities: 

• Develop and lead a customer experience focused on delivering high-quality service, ensuring alignment with company policies.
• Customer Interaction & Engagement: Act as a key point of contact for customers, supporting existing business and acquiring new customers while ensuring a customer-centric approach. This can be either phone or over email.
• Execute customer opportunities effectively, mitigate business risk, and incorporate lessons learned to enhance customer experiences.
• Voice of the Customer (VOC): Actively solicit feedback from customers to drive meaningful insights, improve processes, and strengthen customer relationships.
• Cross-Functional Collaboration: Works seamlessly with sales, operations, supply chain, engineering, and other business functions to deliver a consistent, high-quality end-to-end customer journey.
• Performance Metrics & Reporting: Track and report on customer-facing metrics, implementing processes or procedure to improve service levels, increase efficiencies, and sustain a culture of continuous improvement.
• Issue Resolution & Risk Management: Identify potential customer-related risks and ensure timely resolution to maintain strong relationships and business continuity.
• Inside Support for Outside Sales: Act as an internal support resource for outside sales by assisting with customer inquiries, order processing, pricing, and product availability to enhance sales efforts.
• Sales Coordination & Customer Follow-Up: Partner with the sales team to ensure seamless communication, timely responses to customer needs, and proactive follow-ups on quotes, orders, and service issues.
• Perform other duties as assigned by manager.
• Adherence to the Company Code of Business Conduct and Ethics

 Qualifications:

• A minimum of 3-5 years of customer service experience in B2B customer service in an industrial or related business
• Prior experience in inside sales and customer Service in a high transaction and in a fast-paced environment.
• Solid verbal and written communication including the ability to engage with personnel in all levels of an organization
• Advanced analytical and problem-solving skills.
• Ability to understand spring terminology and design, drawings, and specifications to effectively convey spring knowledge to customers.
• Strong PC aptitude in a Windows environment; specifically, Microsoft Office (Excel, Word, Outlook) as well as knowledgeable in CRM (Salesforce a plus) and ERP systems.
• Must demonstrate an ability to work independently and be detail and project oriented

Education & Experience:

• Bachelor’s degree in a related discipline preferred.

Experience with EDI and related processes preferred