Customer Experience Specialist

Job Description

REQUIREMENTS

• High School Diploma required; College Degree preferred
• 2–3 years of experience in customer service and/or order processing
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Experience with Power BI is considered an asset
• Strong analytical and problem-solving skills
• Ability to interpret and work with data
• Detail-oriented with strong organizational abilities
• Comfortable working within structured, repeatable processes
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills
• Ability to work independently with limited supervision

RESPONSIBILITIES

• Consistently deliver an excellent customer experience to internal and external customers
• Maintain a positive, solution-focused approach when assisting customers
• Ensure successful fulfillment of customer commitments and timelines
• Participate in Continuous Process Improvement initiatives within the department and organization
• Support a service-oriented, quality-driven departmental culture
• Take ownership of assigned tasks and ensure completion within established timelines
• Manage multiple priorities simultaneously based on defined sales orders and customer needs
• Process and follow up on sales orders, replacements, returns, inventory requests, and freight coordination
• Draft and maintain documentation related to customer requests (quality concerns, service issues, etc.)
• Submit and manage sales requests through CRM systems
• Collaborate with senior specialists and managers to identify process improvements
• Work closely with cross-functional teams to ensure accuracy and on-time delivery
• Collaborate with CX team members to meet vendor service level objectives (SLOs)
• Act as a primary contact for customer-facing team coordination and issue resolution

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