The Customer Experience Specialist serves as a trusted partner to customers, ensuring orders are executed accurately, issues are resolved quickly, and commitments are delivered as promised. This role owns the day-to-day customer experience by coordinating across Sales, Manufacturing, Supply Chain, Credit, Technical Services, and Logistics to remove barriers and deliver solutions. Through proactive communication, problem-solving, and account management, the Customer Experience Specialist strengthens customer relationships while supporting operational performance and business growth. The role combines attention to detail, data analysis, and cross-functional collaboration to improve service outcomes and identify opportunities for continuous improvement. Success is measured through customer satisfaction, order accuracy, on-time performance, and the ability to build confidence and trust with every customer interaction.
Essential Duties and Responsibilities:
- Process customer orders accurately and ensure delivery commitments are aligned with product availability and operational capabilities.
- Build strong relationships with assigned customers by understanding their needs and serving as a trusted partner throughout the order-to-delivery process.
- Coordinate with Manufacturing, Shipping, Supply Chain, and Sales teams to ensure timely execution of customer requirements.
- Manage customer requests, inquiries, and challenges while balancing customer expectations with company objectives.
- Collaborate with Sales Administrators to establish new accounts and maintain customer-specific requirements within company systems.
- Investigate customer issues, disputes, and service concerns, identify root causes, and coordinate effective resolutions across multiple functions.
- Escalate complex issues as needed to protect customer relationships and business performance.
- Monitor inventory management programs and proactively address risks that could impact customer satisfaction or service levels.
- Initiate collaboration with customers, commercial teams, and supply chain partners to improve service outcomes and strengthen account relationships.
- Develop and distribute customer reports, on-time delivery metrics, and performance analytics that support informed decision-making.
- Recommend process improvements and service enhancements that improve efficiency, accuracy, and customer experience.
- Maintain compliance with company policies, procedures, and customer service standards while supporting broader business objectives.
Education and/or Work Experience Requirements:
- High school or G.E.D. Some college course work preferred.
- Position requires 3-5 years customer service experience.
- Excellent listening skills
- Excellent communication skills
- Excellent organizational skills
- Ability to multi-task
- Strong PC skills, including exposure to ERP systems
- Ability to maintain composure under pressure
- Originality and creative thinking is necessary
- Team Player
- Results oriented
- Customer/Relationship-oriented
- Problem Solving Skills
- Self-motivated
- Position has no budget or revenue responsibilities.
- No Supervisory Functions (behavior, attendance, salary)
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Must be able to lift and carry up to 15 lbs
- Must be able to talk, listen and speak clearly on telephone