Customer Experience Specialist

About the role

The Customer Experience Specialist acts as the primary customer advocate throughout both the pre and post-sale process, partnering with Sales, Operations, and customers to ensure a seamless delivery experience and timely resolution of customer needs. The Customer Experience Specialist manages ship-out logistics, customer demos, special pricing requests (SPRs), and delivery experience coordination while serving as a key liaison between customers and internal stakeholders. Manages Voice of the Customer (VOC) touchpoints and survey programs, gathering customer feedback and partnering with internal teams to drive continuous improvement initiatives. This role partners closely with Sales, Operations, and customers to proactively address issues, facilitate communication, and support timely resolution of aging invoices. By overseeing critical customer touchpoints and advocating for customer needs, the Customer Experience Specialist helps drive customer satisfaction, loyalty, and overall business performance.

Responsibilities

• Serve as the primary point of contact for customer experience activities across the order lifecycle.
• Manage customer ship-out orders and coordinate delivery activities with dealers and internal departments.
• Support Accounts Receivable by assisting with aging invoice resolution alongside the Sales team.
• Coordinate and execute equipment demonstrations and customer delivery events.
• Prepare and maintain commission reporting.
• Process and manage Special Price Requests (SPRs).
• Facilitate Voice of the Customer (VOC) surveys and monitor customer feedback.
• Support Customer Satisfaction Process (CSP) initiatives.
• Coordinate Toyota audit requirements and maintain supporting documentation.
• Resolve customer concerns, disputes, and order-related issues in a timely manner.
• Monitor delivery performance, invoice accuracy, and aging orders.
• Coordinate customer tours and customer delivery experiences.
• Communicate product price changes and order updates to internal teams.
• Participate in daily operational meetings and visual management activities.
• Identify process improvement opportunities that reduce delays and improve customer satisfaction.
• Perform root cause analysis for customer issues, delivery delays, VOC feedback, and aging invoices.
• Assist with operational reporting and performance metrics.
• Support other customer service and sales administration activities as assigned.

Qualifications

• Associate's or Bachelor's degree in Business, Customer Service, Operations, or a related field preferred.
• Experience in customer service, sales support, order management, or administrative operations preferred.
• Strong communication and interpersonal skills with a customer-focused mindset.
• Excellent organizational skills with the ability to manage multiple priorities.
• Strong problem-solving and conflict resolution abilities.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP, CRM, or order management systems preferred.
• Ability to collaborate effectively across multiple departments.