Customer Experience Specialist
Listed on 2026-07-01
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Customer Service/HelpDesk
Customer Service Rep, Customer Success Mgr./ CSM, HelpDesk/Support, Technical Support
The Customer Experience Specialist (CXS) improves our customers’ experience in keeping with our Values, Mission, and Quality Policy. The CXS is our sole post-PO customer contact and thus exerts an enormous influence on—and is primarily responsible for—the overall customer experience.
Customer Experience (CX) is more than customer service. Our CXS role entails traditional customer service duties but it also incorporates marketing and analysis responsibilities. Our CXS is on the front lines of consumer interaction and thus contributes valuable insights to help team members across the enterprise enhance the customer experience, retain business and increase revenue.
Our CXS serves as the primary post-PO point of contact for customers, via email and phone. Our CXS has a thorough understanding of our products and responds quickly to post-PO customer inquiries and solves any issues in a timely fashion. They analyze customer encounters to identify possible areas of improvement by understanding the needs, motivations and emotions of customers, and help us improve processes and interactions to create a positive customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Proactively follow‑up with customer to ensure complete satisfaction; address any issues
- Collect, analyze and track customer feedback
- Identify gaps in customer experience for all customer interactions
- Enter customer information into M1 database. Open, update, and close Calls as needed.
- Process customer Sales Orders (and access/download Exostar orders)
- Send Order Acknowledgements
- Create Certificates of Conformance
- Maintain relationships with customers and dealers via email or phone
- Liaise with internal teams to ensure that issues in the customer experience are addressed
- Raise red flags wherever the business process needs correction
- Suggest internal improvements based on gathered data
- Provide support for customers visiting BIRNS from arrival to departure, to include:
- Arrange for limousine or other transportation service (SUVs with professional drivers) for airport pickups, ensuring a driver will greet visitors inside the terminal with a sign displaying the group’s name.
- Coordinate hotel accommodations, including number and type of rooms needed.
- Order bottled water for visitors, refrigerate, and ensure availability during their visit.
- Confirm any dietary restrictions with visitors in advance and arrange appropriate meals (breakfast, lunch, snacks) to be delivered to the BIRNS office.
- Set up refreshments and food for meetings.
- Prepare the conference room by ensuring tables, chairs, and whiteboards are clean and ready for use.
- During meetings, monitor and maintain the conference room by tidying, replenishing refreshments, and supplies as needed for visitor comfort.
- Maintain ongoing communication with the Technical Sales Manager throughout the visit to proactively address additional needs and ensure an excellent customer experience.
- Manage company memberships in industry organizations as needed.
- Provide support with vendors for marketing activities as needed.
- Distribute press releases and/or HTML newsletters as needed.
- Help with event and trade show planning; make arrangements and reservations as needed.
- Provide in‑booth trade show support and help with post‑show follow up.
EDUCATION and/or
EXPERIENCE:
Bachelor’s degree (B/A) from a four‑year college or university, and five years’ related customer service experience and/or training; or equivalent combination of education and experience. Degrees in business, management, or English are strongly preferred.
LANGUAGE
SKILLS:
Excellent verbal, written and presentation communication skills, as well as…
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