General Summary
The Customer Experience Specialist (CES) is responsible for delivering exceptional customer support and fostering strong customer relationships. Working closely with the National Channel Manager (NCM), the CES will help understand customer needs, goals, and preferences while supporting strategies designed to enhance the overall customer experience.
The CES will serve as a primary point of contact for customers, assisting with inbound calls, product information, quotes, order management/ tracking, and follow-up communications. This role requires proactive communication, problem-solving skills, and a commitment to customer satisfaction. The CES may also gather and analyze customer feedback to identify any additional opportunities for process improvements and strengthen customer relationships.
Daily interaction with customers is central to the success of this position. The CES reports directly to the CES Supervisor and Customer Service Manager.
Principal Duties and Responsibilities
Customer Support & Relationship Management
- Provide daily customer support while working closely with the National Channel Manager (NCM).
- Build and maintain strong relationships with assigned customers.
- Communicate with customers via phone and email in a professional, timely, and courteous manner.
- Serve as a customer advocate by ensuring customer concerns and inquiries are addressed effectively.
Order Management & Customer Assistance
- Assist customers with placing, modifying, or canceling orders.
- Provide quotations to customers and end-users.
- Respond to inquiries regarding order status and delivery updates.
- Process and assist with Return Material Authorizations (RMAs).
- Support customers with product knowledge and basic technical assistance.
- Return customer calls and emails promptly and professionally.
- Conduct outbound calls to new customers for check-in and follow-up on first order.
Issue Resolution & Collaboration
- Resolve customer concerns and de-escalate challenging situations while maintaining positive customer relationships.
- Collaborate with internal departments to ensure customer orders, requests, and issues are handled accurately and efficiently.
- Act as the liaison between customers and internal departments, ensuring timely communication and follow-up.
- Route customer inquiries to appropriate resources when necessary.
Administrative & Reporting Responsibilities
- Maintain accurate customer records and document all customer interactions within the CRM system.
- Assist with customer account reporting and National Account scorecards.
- Gather customer feedback and communicate trends, concerns, and opportunities for improvement to management.
- May perform other duties and special projects as assigned that are not listed here.
Skills and Abilities
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to build positive customer relationships.
- Ability to interact professionally with customers and employees at all organizational levels.
- Strong problem-solving, conflict resolution, and decision-making abilities.
- Self-motivated with the ability to prioritize tasks and manage multiple responsibilities.
- Strong organizational and time-management skills.
- Detail-oriented with a high level of accuracy.
- Proactive mindset with a willingness to take ownership of customer issues and initiatives.
- Adaptable and flexible in a fast-paced environment.
- Proficient in Microsoft Office Suite, ERP and CRM software.
- Ability to communicate effectively in English, both verbally and in writing.
- Bilingual skills are a plus.
Experience Requirements
- Minimum of 3 to 5 years of experience in customer service, customer support, account management, or a related field.
Experience Preferred
- Experience working in a manufacturing environment - preferred.
- Experience using both CRM and/or ERP software to manage customer account information - preferred.
Compensation and Benefits
- Stable and supportive workplace with a solid team of long-time employees
- Comprehensive benefits package including Medical, Dental, Vision, Life and STD; Eligibility within 90 days of start.
- 401k & Roth with company match
- Paid holidays, sick time, and vacations
Pay: $22.00 - $22.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
