Customer Experience Specialist

About the role

As the Customer Experience Specialist, you will serve as the primary point of contact for your assigned customer base, responsible for providing the highest level of service throughout the order lifecycle—from inception to payment collection. You will act as the liaison between customers, sales, and internal operations teams to ensure all customer requirements are met.

Responsibilities

• Generate quote requests and communicate with salespersons and customers regarding quotes and related information, demonstrating proficiency in product technical aspects such as size, shape, finishing, color, adhesive, and application concerns.
• Initiate prepress requests for proof creation of new and revised items, verifying accuracy before submission to the customer.
• Create and maintain item records within the ERP system to ensure all current specifications are captured for successful production.
• Conduct contract reviews to verify correct pricing from customer purchase orders to the ERP system’s price table for each item.
• Maintain customer records in the ERP system, including contacts, specific requirements, and quality standards.
• Process customer orders by gathering item and order specifics and entering them into the ERP system accurately and promptly.
• Manage finished good inventory for your assigned customer base through regular data analysis to maintain appropriate stock levels.
• Build and maintain strong customer relationships both externally and internally.
• Communicate with production, prepress, and shipping teams regarding order status, customer requests, and other relevant information.
• Interact directly with the sales team and customers to gather information for various processes.
• Respond to all customer inquiries in a timely, efficient, and knowledgeable manner.
• Initiate proactive follow-ups with customers to ensure their needs are met.
• Address incoming complaints by actively participating in quality investigations and guiding resolution processes to satisfactory closure.
• Update job knowledge by participating in educational opportunities.
• Contribute to continuous improvement projects and strategic initiatives.
• Perform additional duties as assigned by the supervisor.

Requirements

• High School diploma required; Associate degree preferred in business, sales, marketing, or a similar field (or equivalent college coursework).
• Minimum of 3 years of progressive experience in a direct customer service role, preferably in printing, packaging, or a similar manufacturing environment.
• Experience managing or supporting customer accounts.

Skills

• Desire and ability to deliver exceptional customer service.
• Excellent verbal and written communication skills.
• Creative problem-solving and proactive thinking to anticipate customer needs.
• Ability to work collaboratively with team members.
• Strong organizational skills, attention to detail, and ability to multitask and prioritize competing requests to meet deadlines.
• High competency with computer and software tools, including MS Office, ERP, CRM, and Smartsheet.
• Ability to work in a fast-paced environment with changing requirements.
• Basic math skills, including working knowledge of decimals, fractions, percentages, and ruler measurements.

Physical Demands

• Sitting, standing, and repetitive tasks while working at a computer.
• Light office lifting (up to 25 lbs).
• Pass a pre-employment drug test and be subject to random drug screening.

Work Environment

• Primary work environment is an onsite office.
• Exposure to dust and noise in the production environment.
• Warehouse temperatures may be influenced by outside conditions.
• Protective eyewear and closed-toed shoes are highly recommended in production areas and may be required in certain facilities.

Additional Information

• No supervisory responsibilities.
• Willingness to attend required training courses or sessions related to the job.
• Occasional travel to customer facilities or off-site seminars and training may be required.