Customer Experience Specialist

Customer experience specialists are a key business team member who provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.

Core Responsibilities:

• Manage the order to cash process and engage with supply chain and commercial team members to deliver an exceptional customer experience
• Receive, process and expedite customer orders: order entry, price administration, scheduling of deliveries, customer service and sales support activities
• Assist Account Managers with customer updates, debits, credits, sample requests and new account set-up
• Process and distribute daily reports essential to on time delivery and invoicing
• Cross train with co-workers across the Customer Experience Team to provide backup support

Position Overview:

• Resolve issues beyond your core responsibilities, with the expectation to continuously improve the customer experience.
• Anticipate customers’ needs and take proactive appropriate actions to exceed expectations, using your knowledge of the business and our customers.
• Champion change while embracing digital solutions and driving process automation.

• Leverage your education in Business Administration, Supply Chain, or similar field, to expertly manage the order to cash process. You will anticipate customer needs and provide recommendations based on order patterns
• Where feasible, drive financial results for your customers and identify opportunities for upselling and identifying deviations from Customers’ forecast.

• Improve customer satisfaction through driving continuous improvement activities.
• Navigate complex order-to-cash processes and manage competing priorities, assist in strategic decision making, and continuously look for opportunities to improve processes and policies that impact the customer experience. You will present, gain agreement and implement solutions to complex customer needs. 
• Share best practices across the organization to accelerate business growth.
• Collaborate and interface with commercial teams to have an in depth understanding of the customers and their market., actively engage in discussion with customers and the commercial organization to contribute to business growth and profitability.
• Proactively identify and prioritize opportunities, develop sustainable solutions, contribute to account plans, and champion continuous improvement.
• Facilitate the resolution of order exceptions and issues impacting the customer’s order, as well as utilize or establish reporting processes to identify and communicate solutions in a timely and professional manner to all stakeholders.

• Work independently, be a self-starter, and lead change in a team setting. Exhibit strong time management and organizational skills, organization capabilities, while maintaining adaptability and acting as a result-oriented team player.
• You will be a champion for digital tools and approaches. The ability to identify and implement digital solutions will be an essential skill for success. You will engage customers and promote digital commerce tools and resources to enable self-service and to improve engagement with our customers.
• Your robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning will be essential, as you manage the customer’s eCommerce platform, actively pursue eSolutions to suit the needs.

Qualifications:

• Must have experience using Microsoft Office Suite, specifically Excel  
• SAP/ERP, CRM software, EDI, Microsoft Dynamics experience strongly preferred
• 3+ Years Customer Service, customer logistics or related experience
• Account management experience preferred

The hourly range for this role is: $23.50 to $31.30

We offer a range of market-competitive total rewards that include periodic pay rate adjustments based on market competitiveness. Hired applicants will be eligible for paid holidays, paid time off including vacation, eligibility to purchase company stock, tuition reimbursement, and a 401K with a competitive company match.  Certain roles may be eligible for discretionary financial benefits such as incentive pay, equity awards, and participation in a deferred compensation plan.  

Hired applicants will be eligible for medical, dental and vision insurance, flexible spending and health savings account eligibility, employer-provided short term disability benefits, eligibility to purchase long term disability benefits, employer-provided basic life insurance and eligibility to purchase voluntary life coverages.    

The pay range, incentives and benefits listed above are general guidelines only and not a guarantee of total compensation or benefits. The final offer will depend on multiple factors, including but not limited to, the responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as the job location, applicability of a collective bargaining agreement, length of service, internal equity, and alignment with market data. The incentive pay is dependent on your role, business results and individual performance.  All aspects of total rewards offered are subject to the terms and conditions of the specific plans.