OEM & Specialty Customer Service

Premier Staffing Solution•Marinette, WI

3d•Onsite

About The Position

The Customer Experience Specialist serves as the primary point of contact for customers, ensuring a high level of service by managing complex accounts, addressing technical inquiries, resolving issues, and coordinating with internal teams to ensure seamless order fulfillment, program launches, and long-term customer relationships.

Requirements

High school diploma required
Proficiency with Microsoft Office, including Excel, Word, and Outlook.
Strong verbal and written communication skills.
Excellent organization, attention to detail, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Bachelor's degree in Business, Manufacturing, or a related field preferred.
3-5 years of customer service or account management experience in a manufacturing environment preferred.
Experience with ERP and EDI systems (SAP, Oracle, AS400, or similar) preferred.
Knowledge of manufacturing processes or metal casting is a plus.
Ability to travel occasionally for meetings, customer visits, or events.

Responsibilities

Follow all company safety policies and maintain a safe, organized work environment.
Respond to customer inquiries regarding products, pricing, lead times, schedules, and order status via phone, email, portals, and in person.
Provide product and process information by collaborating with engineering, quality, production, and other internal teams.
Manage customer orders, resolve escalations, monitor order progress, and proactively communicate updates or delays.
Partner with production planning to support on-time delivery goals.
Build and maintain strong customer relationships while resolving concerns professionally and escalating issues when appropriate.
Collaborate with production, engineering, quality, accounting, logistics, IT, and sales to align customer requirements with manufacturing and shipping schedules.
Maintain accurate customer records, order documentation, and communications within company systems.
Prepare reports on customer activity, open orders, launch status, and ongoing issues.
Review customer scorecards for accuracy and support quality initiatives, including returns, replacements, and corrective actions.
Identify opportunities to improve customer service processes and support continuous improvement initiatives.
Stay informed on products, manufacturing processes, customer requirements, and industry trends.