Customer Experience Specialist

Customer Experience Specialist

We are looking for a Customer Experience Specialist to support clients and internal teams by keeping orders, account activity, and service requests moving efficiently from start to finish. This contract opportunity with potential for a permanent role is based in Ohio and is ideal for someone who excels at communication, organization, and solving customer issues in a fast-paced environment. The person in this role will help create a positive client experience by coordinating across departments, maintaining accurate account information, and ensuring timely follow-up on customer needs.

Responsibilities:

• Serve as the primary point of contact for assigned customers or territories, responding promptly and ensuring requests are handled within expected time frames.
• Partner with sales team members to stay informed on client needs, order activity, pricing updates, concerns, and overall account status.
• Maintain accurate customer records, reports, and account documentation within company databases and related systems.
• Review workflows and customer feedback to identify opportunities to improve service, packaging, shipping, billing, or other operational processes.
• Document customer communications thoroughly, including questions, concerns, resolutions, and any follow-up actions taken.
• Coordinate with production, transportation, and accounting teams to manage returns, credits, replacement orders, and other service-related needs.
• Support new business activity by assisting with product inquiries, quote preparation, and customer account setup, including credit application paperwork.
• Learn and use company platforms and customer-specific software tools to manage orders, quoting, and service requirements effectively.
• Participate in on-call support coverage as needed, including occasional evenings, weekends, and holidays.
• Provide additional customer and sales support duties as business needs require.