Customer Experience Specialist

Key Responsibilities

• Serve as the primary point of contact for assigned customers, dealers, representatives, and distributors via email and phone calls.
• Manage customer inquiries related to orders, pricing, shipping, warranties, returns, and product availability.
• Resolve complex customer issues independently while following company policies and escalation guidelines.
• Cook with cross-functional communication, ensuring timely issue resolution.
• Maintain accurate customer records and documentation within company systems.
• Support warranty and service processes by gathering information and facilitating resolution.
• Identify trends, recurring issues, and opportunities for process improvement.
• Assist with onboarding and mentoring new Customer Experience team members.
• Participate in system implementation, process documentation, and continuous improvement projects.
• Support customer-specific requirements including portals, reporting, EDI, commercial documents, and special communication requests.

Requirements

• Independently motivated
• Strong written/verbal communication and listening skills
• Adept at multi-tasking and time management
• Customer service/call center experience a plus
• Proficient computer skills with the ability to learn new software
• Bilingual a plus, but not mandatory