Customer Experience Specialist

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Job Description:

Schedule: (Hybrid) Fridays are remote, while Mon-Thurs are in office
Work Location: 1120 Employers Blvd, De Pere, WI 54115
Benefits: Medical, Dental, Vision, 401(k) with match, STD/LTD/AD&D/Life, HSA, FSA, EAP, Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, and Critical Illness.
Salary, based on experience and other qualifications: up to $29 an hourly with additional bonus potential

Roles and Responsibilities:

• Manage customer orders to ensure availability of ordered product, adjusting for and communicating proactively any potential shortages to the customer and the commercial organization.
• For customers that meet a volume threshold, complete analysis of standard inventory reports to anticipate customer impacts in the next 30 to 60 days, escalating to a Leader or an Analyst when potential concerns are identified.
• Provides proactive, professional internal stakeholder communication and external customer communication on any issues in meeting customer fulfillment expectations. Communication takes place primarily through written form in email and Microsoft Teams, including responding to customer inquiries within 24 hours.
• Updates and maintains documentation on customer communications, inquiries, and interactions in a timely fashion in the system.
• Understands and executes the end-to-end sales process from order through shipment.
• Utilizes detailed understanding of end-to-end supply chain (transportation, warehouse, planning, etc.) to effectively meet customer expectations.
• Demonstrates ability to identify and resolve issues affecting overall service to the customer and positively influence key performance indicators.
• Develops understanding customer strategies, business models and requirements.
• Works in partnership with the Commercial organization, including serving as the primary point of contact for all customer questions or concerns relating to orders or product availability.
• Resolves customer concerns, escalating to Leadership or Analysts as needed.
• Proactively identifies and resolves recurring customer issues, including but not limited to, short lead time, delayed customer pickups, sending wrong equipment for pickup, ordering discontinued items, etc.
• Manages resolution of Customer Overages, Shortages, or Damages (OS&D) for assigned customer orders.
• Utilizes ERP system(s), like SAP, and Power BI reporting to view inventory and order history respectively for exception-based recommendations on order management.
• Performs order-entry functions manually or monitors orders received via Electronic Data Interchange (EDI), ensuring all orders received are processed timely and accurately.
• Provides input and updates to training/reference materials as needed in coordination with their leader.
• Attends skill set enhancement training as needed and available.
• Influences customer behavior to reduce costs to serve, including but not limited to topics surrounding the minimization and/or elimination of customer deductions and avoidance and/or reduction fines and fees.
• Maintains relationships across all areas of the business, including but not limited to commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.
• Addresses activities associated with assigned customer transitions, new and discontinued items, and new customer implementations.

The duties and responsibilities described are not a comprehensive list of all tasks. Additional tasks and duties may be assigned from time to time as necessitated by business needs.

Qualifications & Experience:

• High school diploma required.
• Post secondary education in Supply Chain, Business or related field preferred.
• Minimum of 2 years’ experience in a customer-facing role, supply chain, warehousing, or transportation is preferred.
• High attention to detail with excellent organizational skills.
• Ability to manage multiple tasks in a high-change environment.
• Working knowledge of Microsoft Office is required.
• Working knowledge of ERP Systems (ex. SAP) and Power BI is preferred.
• Strong written and verbal communication skills are required.
• The ability to work occasional overtime is required.
• Ability to perform repetitive motions 90% of the time required: PC Keyboard.

Travel Requirements:

Occasional travel to business meetings and/or company locations may be required

Physical Demands and Work Environment:

Work is performed primarily in an office environment. The employee is regularly required to sit for extended periods while using a computer, and other standard office equipment. Frequent use of hands and fingers for typing and operating office technology is required. Close visual acuity is required to view electronic documents and screens. Occasional standing, walking, bending, or lifting of materials up to 15 pounds may be required. The employee is expected to maintain a safe and productive work environment that supports confidential business activities. Overtime may be required based on business needs.

EEO Statement: