Customer Experience Specialist

Description

The Customer Experience Specialist provides advanced customer service support, coordinates special projects, and helps improve the consistency and effectiveness of daily customer-facing processes.

The position serves as a subject matter expert and project resource, partnering with Customer Service leadership and other departments to resolve issues, organize project activities, document improvements, and support successful implementation of changes.

• Serve as an escalation resource for Customer Service Team Leads and Representatives to resolve complex customer issues, order discrepancies, and operational challenges.
• Support daily Customer Service operations to ensure orders are processed accurately, shipped on time, and customer expectations are met.
• Monitor order management processes to identify recurring issues, service gaps, and opportunities for improved efficiency.
• Coordinate with Sales, Production, Distribution, and other internal departments to resolve customer-related issues and ensure timely communication.
• Assist with customer account transitions, service-related changes, and assigned customer service projects.
• Support Customer Service leadership in monitoring departmental goals, service accuracy, and operational performance.

• Identify inefficiencies within Customer Service processes and recommend practical solutions to improve accuracy, consistency, and productivity.
• Support implementation of approved Customer Service procedures, tools, and workflow changes.
• Coordinate assigned process improvement initiatives, ensuring action items are completed and changes communicated.
• Review recurring customer issues, order discrepancies, and missed opportunities to identify trends and recommend corrective actions.
• Assist in developing and maintaining standard operating procedures, work instructions, and departmental best practices.
• Monitor effectiveness of implemented process improvements and provide feedback to leadership.

• Serve as an advanced training resource for Customer Service Representatives and Team Leads.
• Assist with new-hire onboarding, systems training, and ongoing development of Customer Service team members.
• Develop, update, and maintain training materials, job aids, and process documentation.
• Identify knowledge gaps and recommend additional training to improve team performance and consistency.
• Reinforce established procedures and best practices to ensure consistent execution across Customer Service teams.
• Provide coaching and guidance on complex processes, customer situations, and system functionality.

• Lead or coordinate assigned special projects for Customer Service, establishing action plans, timelines, responsibilities, and status updates.
• Manage project follow-up, track deliverables, identify roadblocks, and upscale decisions or resource needs to leadership.
• Coordinate one-time initiatives such as backlog reduction, account cleanups, customer communication improvements, and documentation updates.
• Work with internal departments to gather information, coordinate activities, and ensure special projects are completed accurately and on schedule.
• Research operational issues and prepare findings, recommendations, and project summaries for management review.
• Support pilot programs and new procedures by gathering feedback, documenting results, and helping teams adopt approved changes.
• Maintain organized project records and provide regular updates on progress, risks, and completed outcomes.

• Assist in tracking Customer Service performance indicators, including order accuracy, customer issue resolution, and…