Customer Experience Specialist

Reporting to the Customer Experience Manager of the Carthage, TN manufacturing facility, this role serves as the customer’s champion throughout the organization and is responsible for implementing key initiatives that provide product, process, and customer service excellence.

About the role

The Customer Experience Specialist elevates the customer experience and brings the Voice of the Customer (VoC) into the Carthage facility and beyond. This position serves as a primary link between external customers and internal departments, including Sales, Production Planning, Scheduling, Quality, Manufacturing, CAD (Computer Aided Design), Accounting, and Information Services. The ideal candidate will work on-site with minimal travel as needed.

Responsibilities

• Provide prompt, enthusiastic, and accurate follow-up to customers and internal functional areas of the company.
• Collaborate with the manufacturing team to inform, manage, and balance customer requirements with operational capacity and capability.
• Resolve customer complaints in a timely fashion by working with respective departments.
• Assist manufacturing planners and load schedulers to ensure customer orders are balanced within the plant.
• Analyze order input data, forecasting trends, financial data, production reports, capacity plans, and expedited order history to proactively identify and resolve emerging or existing problems affecting production/delivery commitments.
• Develop strategies and tactical plans to manage and reduce costs of multi-delivery point/mixed product loads.
• Act as the customer’s champion and advocate, promoting customer service excellence while meeting profitability targets.
• Serve as an extension of the regional sales team in evaluating and assessing new business opportunities aligned with manufacturing capabilities.
• Manage, track, and assess metrics associated with the company’s “On Time and Complete” delivery model.
• Alert manufacturing to special or unusual customer orders or requirements.
• Provide accurate routing and processing instructions.
• Interpret requests for quotes and customer drawing data to provide quotes and establish pricing in coordination with the sales team.
• Assist in maintaining customer detail within the Customer Relationship Management (CRM) tool.

Requirements

• Bachelor’s degree in business, Sales, or Marketing preferred.
• 3+ years of experience in customer service, customer experience, and customer engagement.
• Proficiency with personal computing software (e.g., MS Word, MS Excel, Visio, MS Project, MS PowerPoint).
• Salesforce experience preferred.
• Effective verbal and written communication skills.
• Excellent time management skills and ability to effectively multi-task.
• Working knowledge of manufacturing operations.
• Ability to “connect” with customers in a caring and conscientious manner.

Competencies

• Trust, Respect, Integrity: Lives by and demonstrates these core values; builds an environment of trust among employees, peers, and customers.
• Initiative: Creates and seizes opportunities to win, even when faced with ambiguity; passionate about results.
• Judgment: Demonstrated history of sound decision-making.
• Team Focus: Catalyst for the success of the whole team, not just individual goals.
• Emotional Intelligence: Aware of strengths, weaknesses, and blind spots; understands the impact of behavior on others.
• Business Intelligence: Stays current on market trends and understands their impact on the organization and competition.
• Tenacious Advocacy: Systematically seeks information on organizational and customer needs and advocates for preferred outcomes.

Benefits

• Paid Vacation
• Medical/Dental/Vision
• 401k

Pay

Competitive base salary based on background and experience level.