Customer Experience Specialist

Teknor Apex Company•Pawtucket, RI

3d•Onsite

About The Position

The Customer Experience Specialist serves as a trusted partner to customers, ensuring orders are executed accurately, issues are resolved quickly, and commitments are delivered as promised. This role owns the day-to-day customer experience by coordinating across Sales, Manufacturing, Supply Chain, Credit, Technical Services, and Logistics to remove barriers and deliver solutions. Through proactive communication, problem-solving, and account management, the Customer Experience Specialist strengthens customer relationships while supporting operational performance and business growth. The role combines attention to detail, data analysis, and cross-functional collaboration to improve service outcomes and identify opportunities for continuous improvement. Success is measured through customer satisfaction, order accuracy, on-time performance, and the ability to build confidence and trust with every customer interaction.

Requirements

High school or G.E.D.
Some college course work preferred.
3-5 years customer service experience.
Excellent listening skills
Excellent communication skills
Excellent organizational skills
Ability to multi-task
Strong PC skills, including exposure to ERP systems
Ability to maintain composure under pressure
Originality and creative thinking is necessary
Team Player
Results oriented
Customer/Relationship-oriented
Problem Solving Skills
Self-motivated

Responsibilities

Process customer orders accurately and ensure delivery commitments are aligned with product availability and operational capabilities.
Build strong relationships with assigned customers by understanding their needs and serving as a trusted partner throughout the order-to-delivery process.
Coordinate with Manufacturing, Shipping, Supply Chain, and Sales teams to ensure timely execution of customer requirements.
Manage customer requests, inquiries, and challenges while balancing customer expectations with company objectives.
Collaborate with Sales Administrators to establish new accounts and maintain customer-specific requirements within company systems.
Investigate customer issues, disputes, and service concerns, identify root causes, and coordinate effective resolutions across multiple functions.
Escalate complex issues as needed to protect customer relationships and business performance.
Monitor inventory management programs and proactively address risks that could impact customer satisfaction or service levels.
Initiate collaboration with customers, commercial teams, and supply chain partners to improve service outcomes and strengthen account relationships.
Develop and distribute customer reports, on-time delivery metrics, and performance analytics that support informed decision-making.
Recommend process improvements and service enhancements that improve efficiency, accuracy, and customer experience.
Maintain compliance with company policies, procedures, and customer service standards while supporting broader business objectives.