Customer Experience Specialist

About the role

As a Customer Experience Specialist at Palermo’s, you will play a crucial role in ensuring that all customer orders are processed accurately and efficiently. Your responsibilities include owning the order-to-cash process for assigned customer accounts, coordinating with internal teams, and resolving complex customer issues.

Responsibilities

• Owning assigned customer accounts across the full order-to-cash cycle, from order entry through delivery and invoicing
• Processing and validating orders (EDI and manual), ensuring alignment with customer requirements and inventory availability
• Cooking with internal teams to ensure accurate and timely order fulfillment
• Serving as the primary point of contact for resolving complex customer issues, including pricing discrepancies, inventory challenges, and shipment issues
• Investigating root causes and driving resolution across Sales, Transportation, Warehouse, and Finance teams
• Maintaining accurate data within ERP systems (Oracle), including order, shipment, and invoicing information
• Monitoring and resolving system errors and ensuring data integrity
• Auditing pricing, contracts, and compliance with customer agreements
• Supporting continuous improvement by identifying process inefficiencies and recommending solutions
• Reviewing performance metrics such as ordering efficiency, lead time adherence, and pricing compliance

Requirements

You must have a high school diploma or GED, and 5–6 years of experience in customer service, order management, or a related operational role. Experience working in a fast-paced, cross-functional environment, strong attention to detail, effective communication and interpersonal skills, problem-solving skills, and the ability to navigate complex situations are also essential. Experience with ERP systems (Oracle or similar) is preferred.

Qualifications

You should have a proactive, ownership-driven mindset and enjoy helping customers and solving problems. You pay close attention to details and take pride in getting things right. You are comfortable working in a fast-paced environment with competing priorities and are able to stay organized and focused without sacrificing accuracy.

Skills

Strong attention to detail, effective communication and interpersonal skills, problem-solving skills, and the ability to navigate complex situations are key. Experience with ERP systems (Oracle or similar) is preferred.

Benefits

Competitive compensation and comprehensive benefits package, including health, dental, and vision insurance, a 401(k) with company match, paid time off and holidays, opportunities for growth and development, and a collaborative, team-oriented culture where your contributions matter.

Pay

TBD

Schedule

Hybrid schedule with typically 1-2 days in the Milwaukee, Wisconsin, Canal Street facility office and 3 days working remote.