Customer Experience Specialist

Role Purpose

Responsible for delivering comprehensive pre-sales and post-sales support to an assigned regional sales manager. Serves as the key link between sales management and departments such as manufacturing, field service, order processing, and accounting to address inquiries related to order status, production, delivery, and billing. Plays a pivotal role in our customer-focused strategy by improving customer satisfaction, driving business growth, and fostering strong, long-lasting relationships.

Key Responsibilities include but not limited to:

• Collaborate closely with sales teams and internal departments such as supply chain, sales, manufacturing, field service, order processing, and accounting to proactively manage customer orders and address demand gaps, ensuring seamless order processing and timely fulfillment.

• Manage a high volume of customer inquiries and case requests through Salesforce and multiple ERP systems, accurately entering orders, troubleshooting system errors, and resolving customer escalations efficiently.

• Utilize multiple databases to generate and maintain reports for key customers and products, identifying potential areas of concern and addressing them proactively.

• Facilitate weekly meetings with assigned regional sales managers and customers to align on priorities, streamline communications, and ensure clarity and effectiveness in correspondence.

• Exercise sound judgment to independently implement corrective actions for customer accommodations and assist the Quality / Complaint team as needed with complex customer issues.

• Partner with cross-functional teams to coordinate account setup changes, support business continuity, and provide exceptional customer service throughout the entire order lifecycle.

• Ensure thorough follow-up on customer requests from initiation through final resolution, maintaining a customer-focused approach aligned with company standards.

• Perform additional duties and tasks as assigned by the Customer Experience Supervisor to support continuous improvement and operational efficiency.

Experiences/Education - Required

• 5+ years of customer service/supply chain experience, or Associate’s degree with minimum 3+ years of customer service experience, or Bachelor's degree in lieu of experience.
• Exceptional verbal and written communication skills with a professional demeanor.
• Proficient in Microsoft Word, Excel, and email platforms.
• Familiarity with Salesforce, or SAP, or other similar web-based tools.
• Customer-oriented, detail-driven, and skilled problem solver with the ability to independently identify and implement timely resolutions.
• Ability to thrive in a fast-paced, dynamic environment with a flexible and adaptable mindset, while identifying areas for improvement and driving effective solutions.