The Customer Experience Specialist plays a pivotal role in fostering a customer-centric culture by building and maintaining strong relationships with customers, understanding their needs, and ensuring seamless order processing and communication. This position serves as the primary liaison between customers and internal teams, advocating for customer needs while coordinating with sales, production, warehouse, and other departments to deliver exceptional service. The ideal candidate is highly organized, detail-oriented, and possesses strong communication and problem-solving skills to enhance the overall customer experience.

Essential Duties and Responsibilities:

Establish strong relationships with customers and understand their requirements of providing outstanding experience
Understand and communicate the health of the customer within Footprint
Responsible for processing customer purchase orders
Work closely with sales, demand planning, manufacturing and logistics team to prioritize production and manage ship schedules to meet customer's orders
Analyzes customer needs and determines how operations can be altered to improve the service to customers
Focus on automating the customer experience with EDI
Provides timely updates and order status to customer
Proactively resolves issues that would impact a customer experience
Identify process improvements to daily operations
Leads customer onboarding experience and part number setup
Train and support other Customer Experience Specialist

Other duties may entail

Create and analyze financial sales reports
Assist with capacity planning to resolve capacity constraint issues
Support contracted factories with purchase order execution and logistics

Requirements

Knowledge, Skills, and Abilities:

Obsessed with exceeding customer expectations
Proficient in analyzing and improving operational processes
Strong people management and organizational skills
Excellent written and verbal communication skills
Highly skilled in Microsoft Office (Excel, PowerPoint, Outlook)
Strong problem-solving and time management abilities
Detail-oriented
Possesses strong tactical management skills
Demonstrates strong leadership qualities

Minimum Qualifications:

Candidates/incumbents Must Meet The Minimum Qualifications As Detailed Below

3+ years of experience as an operations specialist or in a similar role
3+ years of customer service experience
Project management experience
Previous Sage X3 experience is a plus

Benefits

Comprehensive Health Coverage: Including medical, prescription, dental, and vision care plans as well as HSA / FSA accounts
Insurance Protection: Basic term life, accidentals, short- and long-term disability, and voluntary life insurance coverage
Financial Security: Short and long-term disability plans, along with a 401(k) retirement plan
Time Off Support: Flexible time off program, paid holidays, sick leave, and parental leave benefits
Lifestyle Benefit: Voluntary Pet Insurance

NOTE: This position is not eligible for a relocation benefit.

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Customer Experience Specialist