Customer Experience Specialist

FRAGRANCE MANUFACTURING INC • Allentown, PA

1d

About The Position

We are seeking a Customer Experience Specialist to join our dynamic team within our sales department. This role is pivotal in ensuring outstanding customer service through seamless client coordination and communication. The ideal candidate will excel in managing and processing orders, collaborating with internal teams, and proactively addressing customer needs to enhance overall satisfaction.

Requirements

• High school diploma or equivalent required; an Associate’s or higher degree in Business, Marketing, or Sales is a plus.
• 1-3 years in a customer-facing role, preferably within a manufacturing or supply chain environment.
• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Experience using basic order processing systems (1-3 years).
• Familiarity with Google Docs or similar work-sharing tools.
• Strong verbal and written communication skills.
• Exceptional attention to detail and organizational skills.
• Ability to collaborate across teams and adapt to changing priorities.
• Proactive problem-solving and a strong sense of urgency.

Nice To Haves

• CRM system experience is a plus.

Responsibilities

• Serve as the primary point of contact with customers, ensuring a seamless experience as their products are manufactured.
• Create, update and manage item numbers and bill of materials (BOM) for customer products.
• Process, manage and update customer orders within our ERP system.
• Proactively communicate order updates, production dates, and potential delays with customers and internal teams.
• Facilitate alignment of product requirements and specifications with customers and transfer knowledge to internal teams.
• Maintain high standards of customer service and satisfaction, contributing to an NPS score above 50.
• Work cross-functionally with internal teams to ensure timely and quality fulfillment of customer orders.
• Continuously seek ways to improve customer service processes and contribute to quarterly sales improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees