Customer Experience Specialist

Essential Duties And Responsibilities

• Generate quote requests and communicate with salespersons and customers regarding quotes and any other applicable information.
• Initiate prepress requests for proof creation of new and revised items. 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.

Job Knowledge, Skills, And Abilities

• 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.
• Willing to give 110% effort to ensure customers are 100% satisfied.
• 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; MS Office products, ERP Software, CRM software, Smartsheet, etc.
• Able to work in a fast-paced environment with changing requirements.
• Possess basic math skills: Working knowledge of decimals, fractions, percentages, and the ability to read ruler measurements.