Customer Service - Account Manager - Customer Relationship

This full-time, on-site role is based in St Clair Shores, MI. The Customer Experience Specialist will serve as a primary point of contact for customers, handling inquiries, orders, and service requests across Metcom's print, promotional, technology, and supply chain offerings. Responsibilities include managing incoming calls and emails, processing and tracking orders, providing product information, troubleshooting issues, and coordinating with internal teams such as sales, production, and logistics to ensure timely and accurate delivery.

The role also involves proactively monitoring customer accounts, following up on open issues, gathering feedback, and recommending solutions that enhance customer satisfaction and long-term relationships. The Customer Experience Specialist will contribute to process improvements, maintain accurate records in CRM and order management systems, and support special projects or campaigns as needed.

• Strong customer service, communication, and client relationship skills, including professionalism, active listening, and the ability to resolve issues with a solutions-focused approach.
• Excellent verbal and written communication skills, with the ability to clearly explain products, processes, and options to diverse customers.
• Comfort with recognizing and creating solutions to improve efficiencies through AI and other technology.
• Proficiency with office software (e.g., Microsoft Office or Google Workspace) and comfort working in CRM, ERP, or order management systems.
• Solid organizational and time management abilities, including managing multiple tasks, prioritizing workload, and meeting deadlines in a fast-paced environment.
• Attention to detail and accuracy when entering orders, updating records, and reviewing proofs or documentation.
• Ability to collaborate effectively with sales, production, and operations teams while also working independently with minimal supervision.
• Prior experience in customer service, account coordination, or inside sales in printing, promotional products, distribution, or a related industry is preferred.
• High school diploma or equivalent required; an associate or bachelor's degree in business, communications, or a related field is a plus.