Customer Experience Specialist

S&C Electric Company•Chicago, IL

5d•Onsite

About The Position

The Customer Experience Specialist is the primary onsite contact for customer and visitor interactions at S&C Electric’s corporate headquarters. The role coordinates the full visitor journey, from initial planning and arrival through meetings, tours, demonstrations, events, and follow-up, delivering a professional, welcoming experience that reflects the company’s brand and values. The specialist hosts customers, community groups, government officials, and other visitors; coordinates visitor logistics and hospitality; conducts facility tours and product demonstrations; and ensures meeting rooms, demonstration areas, and visitor spaces are ready for use. The role also supports audiovisual technology, onsite branding, visitor feedback and program improvement, and cross-functional coordination with teams including Commercial, Product Management, Marketing, Operations, Facilities, and IT. The position requires compliance with company policies, safety requirements, security procedures, and visitor protocols, as well as readiness to support emergency response procedures.

Requirements

Bachelor’s degree in Business, Marketing, Communications, Hospitality, or a related field; relevant experience preferred.
3–5 years of experience in customer experience, hospitality, visitor services, event coordination, executive meeting support, office administration, or a related customer-facing role.
Strong customer service orientation and ability to anticipate needs and create exceptional customer experiences.
Excellent verbal and written communication skills for professional interaction with customers, executives, visitors, and internal stakeholders.
Strong organizational and coordination skills, including the ability to manage multiple priorities, deadlines, and customer requests.
Demonstrated ability to coordinate meetings, demonstrations, tours, and events accurately and with attention to detail.
Ability to work independently and collaborate effectively with cross-functional teams.
Strong problem-solving skills and ability to adapt to changing schedules, priorities, and customer needs.
Proficiency with Microsoft Office applications, Teams, scheduling and calendar management tools, and basic audiovisual technologies.
Proficiency with standard office, AV, and presentation technologies; ability to troubleshoot basic technical issues, support demonstrations, and learn new systems and tools.
Ability to conduct facility tours, guide visitors, and represent S&C professionally in customer-facing situations.
Ability to work in a manufacturing and corporate environment while adhering to safety, security, and operational requirements.
Ability to maintain regular, punctual onsite attendance and provide schedule flexibility for customer visits, tours, meetings, and events that may occur outside standard business hours.
Ability to multitask and implement multiple initiatives simultaneously.
Strong attention to detail and ability to deliver consistent execution across programs.

Nice To Haves

Master’s degree in Business, Marketing, Communications, Hospitality, or a related field.
Experience supporting executive-level customer meetings, briefings, or events.
Experience in a B2B, industrial, manufacturing, or utility environment.
Experience supporting audiovisual technology and presentation systems.
Experience coordinating facility tours, visitor programs, or demonstration center operations.
Public speaking and presentation skills.
Knowledge of customer experience best practices and hospitality standards.
Experience coordinating food service, hospitality programs, and customer amenities.
Familiarity with visitor management, event management, CRM, or scheduling software.
Knowledge of S&C products, services, customers, and industry applications.

Responsibilities

Coordinate and manage the end-to-end customer and visitor experience at corporate headquarters, from visit planning through post-visit follow-up.
Serve as the primary onsite host and liaison for customers, community groups, government officials, and other visitors.
Coordinate visitor registration, badging, wayfinding, facility access, and onsite logistics.
Develop, execute, and improve the headquarters and manufacturing tour program, including scheduling, visitor intake, logistics, messaging, presenter training, and audience-specific content.
Conduct facility tours and product demonstrations, tailoring presentations and messaging to different audiences.
Coordinate meeting room reservations, hospitality services, food and beverage arrangements, promotional materials, and visitor amenities.
Keep meeting rooms, demonstration areas, visitor spaces, and signage clean, functional, and presentation-ready; configure rooms and coordinate repairs, installations, and maintenance.
Set up, test, troubleshoot, and support audiovisual and presentation technologies, maintaining AV system readiness.
Collect visitor feedback, analyze program effectiveness, implement improvements, and partner with leadership on success metrics and program performance.
Support onsite branding, including lobby displays, signage, artwork, and customer-facing environments, in alignment with corporate brand standards.
Collaborate with Commercial, Product Management, Marketing, Operations, Facilities, IT, and other stakeholders to support visits, tours, demonstrations, and events.
Comply with company policies, procedures, safety requirements, and visitor protocols.
Respond appropriately to onsite emergencies, support visitor safety, and learn and use emergency response procedures and equipment, including AEDs.
Maintain regular and punctual attendance; attend meetings as requested; communicate effectively and respectfully; and perform other assigned responsibilities.