Customer Experience Specialist

Job Overview
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The Customer Service Specialist plays a critical role in delivering a high-quality customer experience through effective execution of the order-to-cash process. This position owns the day-to-day transactional relationship with customers and ensures accurate, timely processing of orders, claims, and service requests.

This role serves as the primary interface for customer inquiries and is accountable for managing order lifecycle performance, resolving issues, and coordinating cross-functionally to meet customer and business objectives. Success in this role requires strong execution discipline, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Responsibilities
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• Own the end-to-end order lifecycle (quote to invoice) with accountability for accuracy, cycle time, and on-time delivery performance

  
  

• Serve as the primary customer interface for all transactional and service-related inquiries across phone, email, EDI, and portal channels, ensuring timely and professional resolution

  
  

• Execute and validate order entry, pricing, and configuration requirements in compliance with commercial policies, contracts, and system controls

  
  

• Proactively manage order flow, including backlog, backorders, allocation, order holds, and delivery commitments; communicate risks and recovery plans to customers and Sales

  
  

• Resolve order, pricing, and fulfillment issues within defined authority levels; escalate issues with clear problem statements and recommended solutions when needed

  
  

• Serve as the primary point of contact for customer claims, owning the end-to-end claims process including intake, documentation, root cause analysis, cross-functional coordination, and timely resolution

  
  

• Partner with Sales to support account execution, including quote follow-up, order conversion, and proactive outreach on opportunities such as restocking, expediting, and lifecycle replacements

  
  

• Collaborate cross-functionally with Sales, Operations, Supply Chain, and Finance to remove barriers and improve service performance

  
  

• Maintain data accuracy and adhere to standard work processes to support operational efficiency and consistency

  
  

• Identify opportunities for continuous improvement in order-to-cash processes and customer service execution

  
  

• Other duties as assigned

  
  

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Requirements:?
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• Associate's degree in Business or a related field preferred or equivalent experience considered

  
  

• 2-5 years of experience in customer service, inside sales, or order management in a manufacturing, industrial, or distribution environment

  
  

• Proven experience working within ERP systems (SAP preferred) with strong attention to data accuracy

  
  

• Demonstrated ability to manage multiple priorities in a high-volume, fast-paced environment

  
  

• Experience handling order-to-cash processes, backlog management, customer escalations, and claims resolution

  
  

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Travel Requirements:
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Less than 5% travel for occasional team meetings, customer visits, training sessions, and physical inventory activities

Key Competencies:
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• Customer Focus:
  Prioritizes customer needs while balancing business objectives; builds trust through responsiveness, follow-through, and solution-oriented communication

  
  

• Collaboration:
  Works effectively across Sales, Operations, and internal teams to drive alignment, remove blockers, and deliver results

  
  

• Communication:
  Communicates clearly and professionally; manages expectations, de-escalates issues, and influences outcomes

  
  

• Execution & Accountability:
  Demonstrates strong ownership of transactional work, ensuring accuracy and timely completion of all responsibilities

  
  

• Process Discipline:
  Follows standard work and maintains consistency in order management and customer service processes

  
  

• Continuous Improvement:
  Identifies and implements opportunities to improve efficiency, data accuracy, and service performance

  
  

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