Customer Experience Specialist

Keim Mineral Coatings of America - Customer Experience Specialist

Work arrangement:
On-site at our Charlotte, NC office

Compensation: $60,000 - $70,000 yearly salary

Role Summary

The Customer Experience Specialist is responsible for supporting customers through accurate order entry, responsive communication, and professional day-to-day service. This role serves as a key point of contact for incoming calls, order processing, and customer follow-up, helping ensure orders are entered correctly, customer questions are addressed promptly, and any missing or unclear order information is resolved efficiently.

At Keim USA, this position plays an important role in maintaining a positive customer experience while supporting smooth internal coordination between customers, sales, production, and operations teams. The ideal candidate is detail-oriented, organized, service-minded, and experienced using SAP Business One for order entry and order-related tasks.

• Answer incoming customer calls in a professional, helpful, and timely manner.
• Enter customer orders accurately into SAP Business One and verify order details before processing.
• Review incoming orders for completeness, accuracy, pricing, shipping details, product information, and special requirements.
• Contact customers when additional information, clarification, or corrections are needed to process orders properly.
• Communicate with customers regarding order status, availability, shipping timing, and order-related questions.
• Coordinate with sales, operations, production, and logistics teams to help ensure smooth order flow and customer follow-through.
• Maintain accurate customer, order, and communication records in company systems.
• Help resolve order discrepancies, customer concerns, and service issues in a professional and solution-oriented manner.
• Support daily administrative and customer service activities related to order management and account support.
• Monitor open orders and follow up as needed to prevent delays, errors, or missed communication.
• Reinforce a high standard of responsiveness, accuracy, and professionalism in all customer interactions.

• Previous experience in a customer service
  , order entry
  , or customer support role.
• Experience using SAP Business One for order entry, order review, and customer/order-related processes.
• Strong attention to detail and accuracy in handling customer orders and data.
• Experience managing phone communication and customer follow-up in a professional business environment.
• Ability to handle multiple priorities while maintaining organization and service quality.
• High school diploma or equivalent required; additional business, customer service, or administrative training is a plus.

• Working knowledge of SAP Business One
  .
• Strong verbal and written communication skills.
• Strong customer service mindset with a calm, professional, and helpful approach.
• Good organizational and time-management skills.
• Ability to identify missing information, ask clear follow-up questions, and resolve issues efficiently.
• Comfort working across departments to support order completion and customer needs.
• Basic proficiency with standard office systems such as email, spreadsheets, and internal business software.
• Ability to maintain confidentiality and professionalism in customer and company communications.

• Accuracy and completeness of order entry in SAP Business One
  .
• Timeliness of order processing and customer follow-up.
• Responsiveness to incoming calls and customer requests.
• Reduction in order errors, rework, and order-related delays.
• Professional handling of customer questions, concerns, and missing information.
• Strong communication and coordination with internal teams.
• Positive customer feedback and dependable day-to-day service performance.
• 401(k) with matching.
• Paid time off.

The strongest candidate for this role will be someone who combines customer service professionalism with strong order-entry discipline. This person should be comfortable working in a fast-paced business environment, confident handling incoming calls, and capable of using SAP Business One accurately and consistently. They should also be proactive about following up with customers when order information is incomplete and dependable in helping keep orders moving smoothly from entry through fulfillment.