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 life cycle of the order—from inception to payment collection. 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 any other applicable information, demonstrating proficiency with technical product aspects such as size, shape, finishing requirements, color considerations, adhesive, and application concerns.
• Initiate prepress requests for proof creation of new and revised items, verifying accuracy prior to submission to the customer.
• Create and maintain item records within the ERP system to confirm all current specifications are captured for successful production.
• 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 them into the ERP system accurately and timely.
• Effectively manage finished good inventory for assigned customer base by conducting regular data analysis to maintain appropriate stock levels.
• Build and maintain strong customer relationships both externally and internally.
• Communicate with production, prepress, and shipping regarding order status, customer requests, and other applicable information.
• Interact directly with the Sales Team and customers to gather 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 quality investigations and guiding resolution processes to satisfactory closure.
• Update job knowledge by participating in educational opportunities.
• Participate in continuous improvement projects and strategic initiatives.
• Perform additional duties as required, subject to change at the supervisor’s discretion.

Requirements

• High School diploma required; Associate degree preferred in business, sales, marketing, or similar curriculum (or equivalent college coursework).
• Minimum of 3 years of progressive experience in a similar, direct Customer Service role, preferably in the printing, packaging, 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 the ability to multi-task and prioritize competing requests to meet deadlines.
• High competency with computer and software skills, including MS Office, ERP software, CRM software, and Smartsheet.
• Able to work in a fast-paced environment with changing requirements.
• Basic math skills: working knowledge of decimals, fractions, percentages, and the ability to read ruler measurements.

Physical Demands

• Sitting, standing, and repetitive tasks while working at a computer.
• Some light office lifting (maximum 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 environment temperatures may be influenced by outside temperatures.
• Protective eyewear and closed-toed shoes are highly recommended in the production area and may be required in certain facilities.

Travel Requirements

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