Customer Experience Specialist

About the role

The Customer Experience Specialist supports the strategy and owns the planning and execution of customer-facing events and fulfillment activities that support Safco's sales and marketing objectives. This role provides leadership for end-to-end event operations, fulfillment processes, and vendor partnerships while delivering exceptional customer experiences and driving operational excellence. The Customer Experience Specialist collaborates cross-functionally with Sales, Marketing, Finance, Operations, and external partners to ensure seamless execution, optimize processes, and identify opportunities to improve efficiency, scalability, and customer satisfaction. This position reports to the Manager Sales & Marketing Operations at Safco’s headquarters in New Hope, MN. Comprised of multiple companies with headquarters in New Hope, Minnesota, Liberty Diversified International (LDI) is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Mississippi, Texas, Arizona, Virginia, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products. Since 1918, our values – Caring, Innovation, Trust and Excellence – have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior service and solutions for our customers. The LDI family of companies includes Liberty Packaging, Liberty Paper, Liberty Plastics (Custom Solutions and Quarrix Building Products) and Safco.

Responsibilities

• Lead the planning, project management, and execution of customer-facing events, including trade shows, regional conferences, partner events, sales meetings, and other company-sponsored events, ensuring successful delivery across all event tiers and locations.
• Direct all event logistics, internally and externally, including booth asset management, inventory, storage, freight coordination, shipping, labor orders, exhibitor services, installation and dismantle, promotional materials, and onsite operational readiness.
• Develop and maintain strong partnerships with external vendors, freight providers, exhibit partners, and promotional suppliers to ensure quality execution, budget stewardship, and adherence to company brand standards.
• Partner with Sales, Marketing, and other cross-functional stakeholders to develop event plans and oversee meeting space, product demonstrations, staffing logistics, schedules, and customer engagement activities.
• Manage customer visits to showrooms, including virtual showroom experiences, ensuring a seamless and engaging customer experience.
• Manage the appearance, functionality, and readiness of Safco-owned showrooms to ensure a best-in-class customer experience.
• Manage Safco-branded merchandise, vendor relationships, ordering, and distribution in support of customer events and marketing initiatives.
• Lead the customer sample and literature fulfillment process, ensuring timely order fulfillment, inventory accuracy, shipment coordination, and a high-quality customer experience.
• Serve as the primary point of contact for customer experience requests, providing responsive, accurate, and professional support to internal and external customers.
• Manage event budgets, vendor invo