Customer Experience Specialist

Bailey International is a forward-thinking company dedicated to excellence in Sales Operations and Supply Chain management. We specialize in engineering, manufacturing, and sourcing hydraulic and electronic control solutions that drive key industries like agriculture, construction, and transportation. With a steadfast focus on quality, innovation, and customer success, we take pride in being a trusted partner in motion control solutions. Whether on the shop floor or in the boardroom, our culture is built on integrity, collaboration, and a commitment to continuous improvement.Job SummaryThe Customer Experience Specialist serves as a key point of contact for customers, delivering exceptional service through inbound calls, emails, order processing, and product support. This role is responsible for responding to customer inquiries, providing pricing and availability, resolving concerns, and identifying sales opportunities. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced, team-focused environment. A high school diploma or GED and at least one year of customer service or sales experience required. Strong communication, problem-solving, and computer skills are essential. Experience with NetSuite, call center systems, or the hydraulic industry is a plus.Job ResponsibilitiesAnswers inbound calls in a professional, yet cheerful and engaging mannerAnswers inbound emails in a professional, engaging manner with proper communication, knowing when to reach out to the customer via a phone callSetting up new customer accounts in our ERP systemProvides customers with product pricing and availabilityAccurately processes orders, return authorizations and quotesResponds to customer inquiries in a timely mannerResearch required information using available resources and processesAnswers basic technical questions using system information/manufacturer specification sheets and limited google searches if neededLooks for opportunities to upselling and cross-sell products on incoming ordersIdentifies sales opportunities based on a customer's sales history and potential and then make the appropriate decision on special pricing or route to Workshop Inside Sales Rep as appropriateHandles and resolves customer complaints professionally and timely, knowing when to escalate the callRoutes calls to appropriate department, as needed using a "warm transfer" process.Continues to strengthen mechanical aptitude and knowledgeOrganizes daily schedule to include inbound calls, return voicemails and conduct follow-up calls, as neededJob RequirementsHigh School Diploma or GEDAt least one year of work-related experience in customer service and/or sales role

Preferred

Working knowledge of cloud-based computer programs; experience with NetSuiteExperience operating a call center, cloud-based phone systemHydraulic industry experienceEssential Job FunctionWorks autonomously and collaboratively in a fast past environment while maintaining a professional and upbeat attitudeOutstanding organizational, interpersonal and communication (written and verbal) skillsSits in an office environment and/ or in front of a computer for long periods of time with or without reasonable accommodationsStrong analytical and problem-solving skillsProficient in the use of Microsoft Office programs such as Word, Excel, OutlookStrong phone and active listening skillsLifts up to 10 pounds with or without reasonable accommodationsAbility to work overtime and weekends based on business needsAbility to travel up to 10% of the time for meetings, training or other business needs with or without reasonable accommodationsWalks throughout a large facility with or without reasonable accommodationsAt Bailey International, we prioritize culture and seek candidates who embody our core values: Passion, Teamwork, Creativity, and Delivery. The ideal candidate brings a positive attitude, thrives in a collaborative environment, communicates proactively, and demonstrates curiosity, innovation, and adaptability. As a company rooted in continuous improvement, we encourage all employees to contribute creatively, while fostering both personal and team growth. We are committed to building an inclusive workplace where everyone feels valued and respected. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. If this resonates with you, we'd love to hear from you.