What are the responsibilities and job description for the Customer Experience Specialist position at FMI?
We are seeking a Customer Experience Specialist to join our dynamic team within our sales department. This role is pivotal in ensuring outstanding customer service through seamless client coordination and communication. The ideal candidate will excel in managing and processing orders, collaborating with internal teams, and proactively addressing customer needs to enhance overall satisfaction.
Key Responsibilities
- Serve as the primary point of contact with customers, ensuring a seamless experience as their products are manufactured.
- Create, update and manage item numbers and bill of materials (BOM) for customer products.
- Process, manage and update customer orders within our ERP system.
- Proactively communicate order updates, production dates, and potential delays with customers and internal teams.
- Facilitate alignment of product requirements and specifications with customers and transfer knowledge to internal teams.
- Maintain high standards of customer service and satisfaction, contributing to an NPS score above 50.
- Work cross-functionally with internal teams to ensure timely and quality fulfillment of customer orders.
- Continuously seek ways to improve customer service processes and contribute to quarterly sales improvement initiatives.
Qualifications & Requirements
Education: High school diploma or equivalent required; an Associate’s or higher degree in Business, Marketing, or Sales is a plus.
Experience: 1-3 years in a customer-facing role, preferably within a manufacturing or supply chain environment.
Technical Proficiency:
- Intermediate proficiency in Microsoft Word, Excel, and Outlook.
- Experience using basic order processing systems (1-3 years).
- Familiarity with Google Docs or similar work-sharing tools.
- CRM system experience is a plus.
Skills & Competencies:
- Strong verbal and written communication skills.
- Exceptional attention to detail and organizational skills.
- Ability to collaborate across teams and adapt to changing priorities.
- Proactive problem-solving and a strong sense of urgency.
Core Values & Culture Fit
Our team operates on a foundation of integrity, teamwork, and relentless problem-solving. The ideal candidate should embody the following values:
- Customer-Centric Mindset: Act as the customer’s eyes, ensuring quality at every step.
- Collaboration & Respect: Foster an inclusive and encouraging work environment.
- Proactive & Solution-Oriented: Always seeking improvements and problem-solving efficiently.
- Accountability & Ownership: Taking full responsibility for commitments and actions.
- Passion & Dedication: Bringing energy and enthusiasm to work every day.
Why Join Us?
We are committed to providing a collaborative and growth-driven work environment within the personal care and home care manufacturing industry. If you thrive in a fast-paced, customer-focused role and want to make a meaningful impact, we’d love to hear from you!
Affirmative Action/EEO statement
FMI is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice upon request.