Customer Experience Specialist

Description

The Customer Experience Specialist provides advanced customer service support, coordinates special projects, and helps improve the consistency and effectiveness of daily customer-facing processes.

The position serves as a subject matter expert and project resource, partnering with Customer Service leadership and other departments to resolve issues, organize project activities, document improvements, and support successful implementation of changes.

Requirements

Customer Service Operations

• Serve as an escalation resource for Customer Service Team Leads and Representatives to resolve complex customer issues, order discrepancies, and operational challenges.
• Support daily Customer Service operations to ensure orders are processed accurately, shipped on time, and customer expectations are met.
• Monitor order management processes to identify recurring issues, service gaps, and opportunities for improved efficiency.
• Coordinate with Sales, Production, Distribution, and other internal departments to resolve customer-related issues and ensure timely communication.
• Assist with customer account transitions, service-related changes, and assigned customer service projects.
• Support Customer Service leadership in monitoring departmental goals, service accuracy, and operational performance.

Process Improvement and Operational Support

• Identify inefficiencies within Customer Service processes and recommend practical solutions to improve accuracy, consistency, and productivity.
• Support implementation of approved Customer Service procedures, tools, and workflow changes.
• Coordinate assigned process improvement initiatives, ensuring action items are completed and changes communicated.
• Review recurring customer issues, order discrepancies, and missed opportunities to identify trends and recommend corrective actions.
• Assist in developing and maintaining standard operating procedures, work instructions, and departmental best practices.
• Monitor effectiveness of implemented process improvements and provide feedback to leadership.

Training and Team Development

• Serve as an advanced training resource for Customer Service Representatives and Team Leads.
• Assist with new-hire onboarding, systems training, and ongoing development of Customer Service team members.
• Develop, update, and maintain training materials, job aids, and process documentation.
• Identify knowledge gaps and recommend additional training to improve team performance and consistency.
• Reinforce established procedures and best practices to ensure consistent execution across Customer Service teams.
• Provide coaching and guidance on complex processes, customer situations, and system functionality.

Special Projects and Project Coordination

• Lead or coordinate assigned special projects for Customer Service, establishing action plans, timelines, responsibilities, and status updates.
• Manage project follow-up, track deliverables, identify roadblocks, and escalate decisions or resource needs to leadership.
• Coordinate one-time initiatives such as backlog reduction, account cleanups, customer communication improvements, and documentation updates.
• Work with internal departments to gather information, coordinate activities, and ensure special projects are completed accurately and on schedule.
• Research operational issues and prepare findings, recommendations, and project summaries for management review.
• Support pilot programs and new procedures by gathering feedback, documenting results, and helping teams adopt approved changes.
• Maintain organized project records and provide regular updates on progress, risks, and completed outcomes.

Reporting and Continuous Improvement

• Assist in tracking Customer Service performance indicators, including order accuracy, customer issue resolution, and process compliance.
• Analyze operational information to identify trends, recurring problems, and improvement opportunities.
• Prepare reports and communicate findings, project progress, and recommendations to Customer Service leadership.
• Support implementation of corrective actions and monitor progress toward established goals.
• Identify opportunities to improve collaboration, communication, and efficiency between Customer Service and other departments.

Education and/or Experience

• High school diploma or equivalent required; associate's or bachelor's degree in business or related field preferred.
• Minimum 3-5 years of experience in Customer Service, account management, or a related operational function.
• Experience coordinating special projects, training, or process improvements preferred.
• Strong understanding of customer order management, account servicing, and operational workflows.
• Experience working with ERP and CRM systems preferred.

Required Skills

• Proficient in Microsoft Office, including Outlook, Word, and Excel; working knowledge of ERP and CRM systems.
• Strong analytical, problem-solving, decision-making, communication, and interpersonal skills.
• Ability to organize and execute special projects, manage multiple priorities, and follow through on deliverables.
• Ability to identify operational problems and recommend practical solutions.
• Ability to train, coach, and support team members and collaborate across departments.
• Ability to work independently while recognizing when issues require leadership involvement.
• Demonstrated initiative, accountability, and commitment to continuous improvement.

Physical Requirements

• Computer work for extended periods of time.
• Ability to perform general office duties and participate in meetings and training activities.

Other duties as assigned