CX Specialist - Midwest

Our Midwest Sales Team has an opening for a Customer Experience (CX) Specialist! The CX Specialist will serve as the critical connective tissue between our customers, internal sales team, and field service/operations group. This role is ideal for someone who thrives on talking to people, solving problems before they become bigger problems, and keeping a fast-moving service operation running smoothly.
You'll own the customer relationship day-to-day — coordinating repairs, scheduling field service, tracking jobs from first call to final invoice, and making sure nothing falls through the cracks.

This is not a quiet, behind-the-screen support role. We need someone who genuinely enjoys picking up the phone, building rapport with customers, and staying in constant communication with internal teams to keep work moving forward.

• Serve as the primary point of contact for an assigned book of customers, building strong, trust-based relationships over time
• Own the closure of action items for the customer.
• Proactively check in with customers on open jobs, upcoming maintenance needs, and equipment status — don't wait for them to call.
• Anticipate customer needs based on equipment history, seasonal patterns, and prior conversations.
• Handle inbound service requests with urgency, empathy, and accuracy.

• Act as the liaison between sales, dispatch/operations, and field technicians to ensure jobs are scheduled, resourced, and communicated correctly.
• Proactively follow up with internal teams on job status, parts availability, and scheduling conflicts rather than waiting to be asked.
• Flag potential delays, parts issues, or scheduling conflicts before they impact the customer.
• Support the sales team by surfacing service opportunities, repeat business needs, and customer feedback.

• Maintain meticulous, accurate records in the CRM/ERP system — job notes, equipment details, customer preferences, communication logs.
• Track open jobs, quotes, and follow-ups to ensure nothing is missed or delayed.
• Review work orders, quotes, and invoices for accuracy before they go out.
• Identify and correct discrepancies in scheduling, billing, or job documentation.

• Think ahead — anticipate scheduling bottlenecks, parts lead times, and technician availability to keep jobs on track.
• Troubleshoot service issues and customer concerns with a solutions-first mindset.
• Help build and refine processes that improve response time and customer satisfaction.
• Juggle multiple priorities and shifting timelines without losing track of details.

• Bachelor's Degree in business or related field
• 2+ years in customer service, dispatch, account management, or coordination role (industrial, mechanical, or field service industry a plus)
• Experience working with CRM/ERP or field service management software
• Familiarity with industrial equipment, machine repair, or technical service environments is a plus, but not required — willingness to learn the technical side is essential
• Extreme attention to detail — you catch the small things others miss, and you take pride in accuracy
• Proactive by nature — you don't wait to be told; you anticipate needs and act on them
• A genuine people person — you enjoy talking with customers and coworkers, building relationships, and being the voice of the company
• Strong problem-solver — you stay calm under pressure and find practical solutions quickly
• Organized and forward-thinking — you naturally plan ahead and juggle competing priorities
• Clear, confident communicator — comfortable on the phone, in person, and in writing
• Team player — works well across sales, operations, and field service teams