Customer Experience Specialist
$150,000–$200,000 year
On-siteCarthage, Tennessee, United States
Job Summary
Provide prompt follow-up to customers and internal departments while collaborating with manufacturing to balance requirements against operational capacity. Resolve customer complaints timely and analyze order input, forecasting, and production data to identify delivery risks. Develop cost-reduction strategies for mixed product loads and serve as the customer's champion to meet profitability targets. Manage "On Time and Complete" delivery metrics, interpret quote requests and drawing data for pricing, and track CRM details. Alert manufacturing to special orders and evaluate new business opportunities aligned with capabilities. Work on-site in Carthage with little travel, reporting to the Customer Experience Manager.
Required Qualifications
- Bachelor's degree in business, Sales, or Marketing
- 3+ years of experience in customer service, customer experience, and customer engagement
- Proficiency with personal computing software (i.e., MS Word, MS Excel, Visio, MS PowerPoint)
- Effective verbal and written communication skills
- Excellent time management skills and ability to effectively multi-task
- Working knowledge of manufacturing operations
- An ability to 'connect' with customers in a caring and conscientious manner
- Trust, Respect, Integrity -- lives by and demonstrates these core values
- Initiative -- Creates and seizes opportunities to win, even when faced with ambiguity
- Judgment -- demonstrated history of showing sound judgment decisions
- Team Focus -- catalyst for success of the whole team, not just one's own goals
- Emotional Intelligence -- is aware of their strengths, weaknesses and blind spots and fully understands the impact that their behavior has on the behavior of others around them
- Business Intelligence -- Stays current. Understands how what happens in the world affects us, marketplace, and our competition
- Tenacious Advocacy -- Systematically seeks information on the organizations and customer's wants and needs and advocates for preferred outcomes
- The chosen candidate will work on-site
- expectation of little travel as needed
Desired Qualifications
- Bachelor's degree in business, Sales, or Marketing preferred
- Salesforce experience preferred
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