Customer Experience Specialist

Customer Experience Specialist

We are seeking a knowledgeable and customer-focused Customer Experience Specialist to support a dynamic Customer Service team. This role is responsible for delivering exceptional service to both internal and external customers, resolving complex issues, and supporting key initiatives that enhance the overall customer experience. The ideal candidate brings strong product knowledge, problem-solving skills, and the ability to thrive in a fast-paced, team-oriented environment.

Key Responsibilities:

• Serve as a full-time Customer Service Representative managing assigned accounts, customers, and Account Managers
• Process customer orders, revisions, and returns via phone, email, and other channels in accordance with company procedures
• Communicate pricing, shipping timelines, delays, and order details clearly and accurately to customers
• Confirm pricing on all orders and maintain accurate order documentation
• Respond to general inquiries and route calls to the appropriate departments
• Resolve escalated customer issues while collaborating with internal teams including Operations, Sales, and Procurement
• Support and implement customer service initiatives, process improvements, and procedural updates
• Identify opportunities to enhance orders by consolidating or suggesting additional products
• Maintain strong knowledge of company products, processes, and systems
• Partner with the Commercial team to meet and exceed customer expectations
• Participate in monthly quality and team meetings