Customer Experience Specialist (Manufacturing)

Position Summary: In our manufacturing environment, the Customer Experience Specialist is the central point of contact for customers and liaises with other departments to ensure perfect end-to-end execution of all sales orders. A strong candidate will have the ability to build a rapport with our customers and to make decisions to facilitate and expedite order delivery. Knowledge of excel, Microsoft Dynamic NAV (Navision), and experience in manufacturing settings is a strong plus.

This is an on-site role.

Essential Functions:

• Acts as single point of contact to our customers, processes orders, determines inventory availability, pricing delivery methods, and addresses special customer requirements.

• Works closely with shipping/receiving and purchasing to follow-up on customer orders.

• Keeps customer informed of all important and relevant information.

• Maintain customer database.

• Issues, tracks, and communicates return merchandize authorizations.

• Manages fill rate reports and customer’s scorecards.

• Promptly escalates general concerns to direct manager, such as: issues with delivery, returns and quality.

• Ability to cross-train within the department, but also be involved in cross-functional activities, as required.

• Ability to build a strong rapport with customers.

• Actively participates in problem solving, making recommendations, and assisting with process flow, supporting longer-term strategy and vision.

• Maintain the integrity of confidential business and product information.

• Performs all other duties as assigned.

• Minimum 2 years of customer support experience in the consumer product industry.

• Familiarity with manufacturing environment.

• Action-oriented, customer-focused, problem-solving self-starter who goes above and beyond to solve customer’s concerns.

• Detail oriented along with exceptional organizational skills.

• Excellent written and communication skills.

• Excellent interpersonal skills, flexibility, and a willingness to learn new things.

• Ability to multi-task without sacrificing accuracy and performance.

• Able to work independently and in teams and cross-functional environments.

• Positive attitude, good work ethics, and values.

• Intermediate to advanced knowledge of MS Excel required.

• Knowledge of Microsoft Dynamic NAV (Navision) a plus.