Customer Experience Specialist

Customer Experience Specialist page is loaded## Customer Experience Specialist locations:
Charter Steel - Saukville, WItime type:
Full time posted on:
Posted Yesterday job requisition :
R07503## Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better.  Join the team and become part of our family!
** Charter Steel is hiring a Customer Experience Specialist!
** Charter Steel is a leading American supplier of carbon and alloy steel bar, rod and wire products, and the largest steel coil processor in North America. As a fully integrated steelmaker with locations in Ohio and Wisconsin, Charter Steel offers a full range of grade and size coiled products and vast technical service experience.  Charter Steel is a member of the Charter Manufacturing family of companies.

We're looking for a proactive communicator to serve as the vital link between our customers and manufacturing teams to ensure every order is delivered with precision, care, and speed. If you're detail-driven, thrive in fast-paced environments, and love turning challenges into solutions, we want you on our team.
** Position specifics:
**
* Location:

Saukville, WI

* Schedule:

3 days in office, 2 days remote
** What you'll need:
*** Associates Degree or three years of experience in a customer facing role (sales, customer service, or marketing).
* Two years’ experience using ERP systems/company database systems and entering and managing orders.
* A track record of partnering with Sales and customers to increase customer dependency, customer satisfaction and overall customer success.
* Skilled in prioritizing highest critical tasks and an ability to plan steps to achieve objectives.
* Ability to solve problems and make sound decisions within set parameters.
* Excellent verbal and written communication skills requiring tact and discretion.
* Demonstrated customer experience management to handle multiple tasks simultaneously in a fast-paced environment.
* Strong analytical skills to gather data from multiple sources and report findings.
* Strong interpersonal and relationship building skills.
* Proficient in the advanced features of Microsoft Office software products; specifically excel and the ability to do customized reporting.
*
* Preferred experience:

*** Bachelor’s degree or an equivalent combination of education and experience.
* Three plus years of related industry experience in customer experience, inside sales, or customer support role.
* Experience with CRM tools and practices.
* Experience managing customer service needs within defined customer experience framework.
* Experience with metric-based customer experience processes and management. Track record of over-achieving quota.
* Experience in forecasting software.
* Led or have participated in customer experience enhancement initiatives.
* Has a desire to pursue a career path in sales or marketing.
* Ability to understand and navigate effectively through an Oracle ERP system, query software, and customer portals.
* History of interacting directly with customers.
* Willingness to travel up to 10%.
** What you'll focus on:
*** Help the business leverage more business intelligence and analytics in our customer experience processes.
* Provide the highest level of customer experience by accommodating customer needs.
* Develop strong working relationships and collaborate/work with other functional areas of the business to meet customer requirements.
* Proactively support the entire customer order/demand management process and monitor customer systems and maintain accurate information in the system for quotations, inquiries, orders, lead-times, and shipments.
* Coordinate the entire flow of orders through all functional areas. Keep all departments apprised of changes.
* Develop a strong working relationship with the Account Manager to cohesively manage the complete order fulfillment process to ensure customer satisfaction.
* Communicate directly with customers to coordinate changes in demand and monitor order availability.
* Resolve customer concerns and issues.
* Once product is released, coordinate shipments with logistics to ensure material is delivered on time.
* Develop a working knowledge of the business’s manufacturing capabilities and product offerings.
* Manage customer forecasts and releases to meet customer requirements by monitoring internal inventory levels to ensure on time delivery.#LI-AF1#LI-Hybrid We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO).
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