Senior Customer Experience Specialist

Senior Customer Experience Specialist

The Senior Customer Experience Specialist is responsible for supply chain and product planning for specific customer accounts. The Senior Customer Experience Specialist will perform job duties typical of a Customer Experience Specialist but will function at an advanced level by utilizing their expert knowledge and extensive experience. They must also understand all supply chain disciplines including vendor order placement, customer cost savings initiatives, problem resolution, and delivery performance for an unlimited range of products and services.

The Senior Customer Service Specialist is typically assigned complex customer accounts which can include factors such as multiple product lines, high-volume sales generation, extensive geographic reach, etc.

Essential Duties

• Act as single point of contact for assigned customers, interacting with them on a regular basis for planning, new product development, quote generation, product launch, and problem solving.
• Place purchase orders (POs) with internal and external suppliers and sales orders for customers.
• Respond to customer representatives with respect and address needs and concerns in a timely, thorough, and complete manner.
• Work with customers to identify inventory needs, expedite orders, track deliveries, resolve shipping errors, and maintain accurate records.
• Perform general customer service functions such as receiving, transferring orders, freight add-ons, inventory, report generation, etc.
• Exercise independent decision-making related to customer service issues.
• Create forecast and demand planning of high-volume customer specific products.
• Independently plan complex logistics issues as necessary.
• Attend sales meetings periodically to stay connected to strategic sales initiatives.
• Assist management in the development of policies and procedures to keep up to date with current customer service issues and initiatives.
• Gather data related to customer service and run reports to identify opportunities of improvement and/or business objectives to share with management and sales teams.
• Cooperate with outside sales and customers on miscellaneous projects and initiatives.

Required

Skills and Abilities

• Working knowledge of supply chain KPIs, margins, inventory turns, costs, profit, and loss, etc.
• Working knowledge of Microsoft Office Suite, especially related to personal time management.
• Ability to effectively work with ERP systems such as D365, spreadsheets, word processing documents, and other applicable computer systems and software.
• Ability to use Excel functions like pivot tables, VLOOKUP, and data analysis tools.
• Working knowledge of the process and procedures that relate to the sales department's internal customers, including understanding manufacturing processes and related products.
• Capacity to calculate, analyze, and track figures and make competent decisions based on those figures.
• Developed conflict resolution, negotiation, and critical thinking skills.
• Ability to manage multiple projects and deadlines.
• Ability to represent the company in a positive manner, including in stressful situations, and be recognized as Most Valued Partner to all customers.
• High energy and sense of urgency to meet internal and external customer expectations.
• Highly motivated; possesses the desire to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members, and internal customers.
• Maintain professional appearance and ethical conduct.
• Team-oriented mindset and a passion for excellence.
• Ability to communicate in both the written and spoken language of English to a level that will allow the safe and effective performance of the job.

Education and Experience

• Knowledge of supply chain principles and processes normally obtained through a 4-year degree in Business Administration, Communications, Supply Chain Management, or equivalent work experience.
• Minimum of 7 years of direct customer service experience.

Physical Requirements

• Ability to sit, stand, walk, and move around for extended periods of time.
• Proficiency in using hands, fingers, and arms for tasks such as typing, writing, operating machinery, assembling products, etc.
• Sufficient visual acuity to read documents, operate computer equipment, and recognize details at close and distant ranges.
• Ability to hear and understand verbal communication, as well as detect warning signals or equipment malfunctions.
• Work is typically performed in an office environment though certain tasks/projects may occur outside or in a warehouse/manufacturing environment.
• Safety glasses, steel/composite toed shoes, hearing protection, and high visibility gear is required when working in a warehouse or manufacturing environment.

Company Culture & Values

• A Commitment to Our Purpose (COMMITTED PEOPLE) – Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ. The commitment to serving and building up is easily…