CX Specialist - Midwest

Our Midwest Sales Team has an opening for a Customer Experience (CX) Specialist! The CX Specialist will serve as the critical connective tissue between our customers, internal sales team, and field service/operations group. This role is ideal for someone who thrives on talking to people, solving problems before they become bigger problems, and keeping a fast-moving service operation running smoothly. You'll own the customer relationship day-to-day - coordinating repairs, scheduling field service, tracking jobs from first call to final invoice, and making sure nothing falls through the cracks.

This is not a quiet, behind-the-screen support role. We need someone who genuinely enjoys picking up the phone, building rapport with customers, and staying in constant communication with internal teams to keep work moving forward.

Primary Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for an assigned book of customers, building strong, trust-based relationships over time
• Own the closure of action items for the customer.
• Proactively check in with customers on open jobs, upcoming maintenance needs, and equipment status - don't wait for them to call.
• Anticipate customer needs based on equipment history, seasonal patterns, and prior conversations.
• Handle inbound service requests with urgency, empathy, and accuracy.

Internal Coordination

• Act as the liaison between sales, dispatch/operations, and field technicians to ensure jobs are scheduled, resourced, and communicated correctly.
• Proactively follow up with internal teams on job status, parts availability, and scheduling conflicts rather than waiting to be asked.
• Flag potential delays, parts issues, or scheduling conflicts before they impact the customer.
• Support the sales team by surfacing service opportunities, repeat business needs, and customer feedback.

Detail & Process Management

• Maintain meticulous, accurate records in the CRM/ERP system - job notes, equipment details, customer preferences, communication logs.
• Track open jobs, quotes, and follow-ups to ensure nothing is missed or delayed.
• Review work orders, quotes, and invoices for accuracy before they go out.
• Identify and correct discrepancies in scheduling, billing, or job documentation.

Planning & Problem Solving

• Think ahead - anticipate scheduling bottlenecks, parts lead times, and technician availability to keep jobs on track.
• Troubleshoot service issues and customer concerns with a solutions-first mindset.
• Help build and refine processes that improve response time and customer satisfaction.
• Juggle multiple priorities and shifting timelines without losing track of details.

Skills & Qualifications:

• Bachelor's Degree in business or related field
• 2 years in customer service, dispatch, account management, or coordination role (industrial, mechanical, or field service industry a plus)
• Experience working with CRM/ERP or field service management software
• Familiarity with industrial equipment, machine repair, or technical service environments is a plus, but not required - willingness to learn the technical side is essential
• Extreme attention to detail - you catch the small things others miss, and you take pride in accuracy
• Proactive by nature - you don't wait to be told; you anticipate needs and act on them
• A genuine people person - you enjoy talking with customers and coworkers, building relationships, and being the voice of the company
• Strong problem-solver - you stay calm under pressure and find practical solutions quickly
• Organized and forward-thinking - you naturally plan ahead and juggle competing priorities
• Clear, confident communicator - comfortable on the phone, in person, and in writing
• Team player - works well across sales, operations, and field service teams