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About the Role
As the Customer Experience Specialist, reporting to the Director - Commercial Excellence & Customer Experience, you will play a critical role in ensuring seamless customer order management from order receipt to billing, maintaining accurate customer data in the ERP system, and delivering exceptional customer support.
Responsibilities
- Review and evaluate customer orders to determine acceptance based on product availability, equipment capacity, and logistical efficiency.
- Accurately input customer orders into the ERP system to enable smooth processing.
- Collaborate with Sales & Marketing to ensure correct pricing, payment terms, and freight terms are applied to each order.
- Assist Logistics by preparing standard and unique shipment documents to support timely product movement.
- Coordinate with freight forwarders and submit necessary federal regulatory documents for export shipments.
- Troubleshoot logistical challenges and ensure accurate and timely invoicing for all orders.
- Address customer questions and resolve issues, escalating as necessary to appropriate departments.
- Manage customer returns and complaints efficiently, logging necessary details into the corporate system.
- Support specialized setups such as vendor-managed inventory and tolling operations.
- Participate in the after-hours emergency coverage program to address supply issues outside regular business hours.
- Monitor customer order patterns and usage trends, sharing insights with relevant departments.
- Communicate regularly with customers as part of broader marketing strategies, analyzing forecasts and addressing concerns.
- Travel to customer sites or attend internal meetings as needed to support productivity initiatives.
- Prepare specialized reports and manage specific market development projects.
- Maintain up-to-date customer data, including addresses, specifications, and other relevant details, within the ERP system.
- Conduct integrity testing for system upgrades or fixes to ensure seamless ERP functionality.
- Complete required training programs within designated timeframes to stay up to date on tools and processes.
Requirements
- A minimum of 2 years of relevant experience in customer service, order management, or a related field.
Experience Level
- 2 years of relevant experience
Education Level
- Associate's Degree or equivalent work experience
Salary/Compensations
- $50,000-$80,000 annually
Benefits
- Competitive Medical, Dental, and Vision packages
- Company contribution to Health Savings Account
- Cash incentive for Annual Physical and reimbursement
- Company paid life insurance and disability plans
- 401(k) Retirement Plan with generous company match
- Certified Financial Planning & Investment services
- Generous Paid Time Off
- 10 Paid Holidays
- Paid Parental Bonding Leave
About the Company
- SI Group is a global leader in the innovative technology of performance additives, process solutions, active pharmaceutical ingredients, and chemical intermediates.
- Our solutions are essential to many diverse industries and applications, creating extraordinary results.
- We drive value by enhancing the quality, performance, and durability of countless items we use every day.
- We are on a journey to captivate our customers at every level.
- Our approach is customized to exceed customer needs and deliver superior performance.