Customer Experience Specialist

About the role

As the primary point of contact for your assigned customer base, you will provide the highest level of service throughout the life cycle of the order, from inception to the collection of payment. You will act as the liaison between the customer, 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 other applicable information.
• Initiate prepress requests for proof creation of new and revised items and verify accuracy prior to submission to the customer.
• Create and maintain item records within the ERP system to confirm all current specifications are captured to successfully produce the product.
• Conduct contract review to verify correct pricing from the customer PO to the price table created in the ERP system for each item.
• Maintain customer records within the ERP system, including contacts, specific requirements, and quality standards.
• Process customer orders by gathering item and order specifics and entering into the ERP system in an accurate and timely manner.
• Effectively manage finished good inventory for assigned customer base by conducting regular data analysis to maintain appropriate stock levels.
• Build and maintain good customer relationships both externally and internally.
• Communicate with production, prepress, and shipping regarding the status of orders, customer requests, and other applicable information.
• Interact directly with the Sales Team and Customers in gathering information for various processes.
• Receive and respond to all customer inquiries in a timely, efficient, and knowledgeable manner.
• Initiate proactive follow-up with customers to ensure their needs are being met.
• Address all incoming complaints by actively participating in the quality investigation and guiding resolution processes to a proper and satisfactory closure.
• Update job knowledge by participating in educational opportunities.
• Participate in continuous improvement projects and strategic initiatives.

Requirements

• High School diploma required, Associate degree preferred in business, sales, marketing, or similar curriculum.
• Minimum of 3 years progressive experience in a similar, direct Customer Service role, preferably in the printing or packaging industry or another similar manufacturing environment.
• Experience managing or supporting customer accounts.

Skills

• Desire and ability to deliver exceptional customer service.
• Excellent verbal and written communication skills.
• Able to think creatively to solve problems and resolve challenges.
• Able to think proactively and anticipate customer needs.
• Able to work collaboratively with other team members.
• Organized, detail-oriented, with ability to multi-task and prioritize competing requests to ensure deadlines are met.
• High competency level with computer and software skills, compatible with job responsibilities.

Work Environment

Primary work environment is an onsite office, with exposure to dust and noise in the production environment. Warehouse environment temperatures may be influenced by outside temperatures.

Physical Demands

Sitting, standing, and repetitive tasks of working at a computer. Some light office lifting (max 25 lbs.) is required. Pass a pre-employment drug test and subject to random drug screening.

Travel Requirements

May include occasional travel to customer facilities or off-site seminars and training.