Customer Experience Specialist

Customer Experience Specialist

The Customer Experience Specialist (CES) serves as the primary point of contact for assigned customer accounts and manages customer orders from purchase order receipt through shipment. The CES delivers a positive customer experience through proactive communication, cross-functional coordination, issue resolution, and effective management of customer order, forecast, and inventory activities.

Working closely with Sales, Supply Chain, Scheduling, Manufacturing, Quality, and Finance, the CES supports operational performance, customer satisfaction, and business objectives.

Essential Functions of the Job:

• Manage customer orders throughout the order lifecycle to support accurate and timely fulfillment.
• Serve as the primary customer contact for order status, delivery updates, issue resolution, and ongoing support.
• Coordinate with internal departments to align customer requirements, priorities, and delivery commitments.
• Proactively identify and communicate risks that may affect customer orders, service levels, or delivery performance.
• Manage customer forecasts and collaborate with Planning and Supply Chain to support demand and inventory planning.
• Monitor customer inventory and partner with Supply Chain to address excess, no usage, and aged inventory.
• Work with customers and internal stakeholders to develop action plans that reduce inventory exposure and support inventory health objectives.
• Monitor customer service metrics and support improvements in delivery performance, customer satisfaction, and operational effectiveness.
• Lead or participate in customer meetings, business reviews, and account discussions, ensuring commitments and action items are documented and completed.
• Maintain accurate customer records, order documentation, system data, and customer portal information.
• Support resolution of customer concerns and drive timely follow-up on open issues.
• Identify, track, and coordinate special billing opportunities to ensure eligible customer charges are captured and revenue is maximized.
• Contribute to continuous improvement initiatives that enhance customer experience, business processes, and service performance.
• Perform other related duties consistent with the responsibilities of the position.

Minimum Requirements of the Job:

• Strong communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and customer focus.
• Proficiency with ERP systems, customer portals, and Microsoft Office applications.
• Ability to analyze operational, service, forecast, and inventory-related information.
• Ability to collaborate effectively across multiple functions and levels of the organization.

Supervisory Responsibilities:

No

Travel:
None

Education and/or

Experience:

• Bachelor's degree preferred or equivalent experience in customer service, supply chain, or operations.
• 3+ years of experience in order management, customer service, or supply chain coordination within a manufacturing environment (beauty, personal care, or pharma experience preferred). Experience in contract manufacturing a plus.