Customer Experience Specialist I

POSITION SUMMARY

The Customer Experience Specialist I serves as the primary point of contact for customers and authorized dealers by delivering exceptional service throughout the order lifecycle. This position is responsible for processing customer orders, responding to inquiries, coordinating with internal departments, and ensuring a positive customer experience. The role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced manufacturing environment.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

Customer Service & Dealer Support

• Respond to customer and dealer inquiries via phone, email, and other communication channels regarding product availability, order status, pricing, delivery schedules, and general account information.
• Provide courteous, professional, and timely customer service while resolving routine questions and concerns.
• Deliver basic product knowledge and troubleshooting assistance, escalating technical or complex issues to the appropriate department when necessary.

Order Management & Administration

• Accurately enter customer orders, changes, and cancellations into the ERP system while ensuring data integrity.
• Monitor customer orders throughout the fulfillment process and communicate updates proactively.
• Process routine returns, Return Material Authorizations, warranty requests, credits, and related customer transactions in accordance with company policies.
• Maintain complete and accurate records of customer interactions, transactions, and account activity within company systems.

Cross-Functional Collaboration

• Coordinate with Production, Logistics, Scheduling, Accounting, Technical Support, and other internal departments to facilitate timely order processing, shipment, and issue resolution.
• Escalate customer concerns appropriately while following established service procedures.
• Support departmental initiatives focused on improving customer satisfaction, operational efficiency, and service quality.

Continuous Improvement

• Follow established standard operating procedures, departmental policies, and customer service standards.
• Participate in training, team meetings, and continuous improvement initiatives to enhance product knowledge and service effectiveness.
• Contribute ideas to improve processes, communication, and the overall customer experience.

SKILLS & ABILITIES

Education: High school diploma or equivalent required. Associate degree in Business, Communications, or a related field preferred.

Experience: 1-2 years of customer service, order entry, dealer support, call center, or administrative experience. Experience in a manufacturing, distribution, or durable goods environment preferred.

Computer Skills: Must be proficient in Microsoft Office.Experience with ERP systems and CRM/customer support software preferred.

Other:

• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Basic problem-solving and conflict resolution skills.
• Proficient in Microsoft Office applications and business systems.
• Ability to learn company products, policies, and procedures quickly.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively within a team environment.