Customer Experience Specialist - Industrial/Manufacturing

Werner•Ashwaubenon, WI

7d•Onsite

About The Position

The Customer Experience Specialist is responsible for the daily activities of customer requests, while acting as a liaison with Sales and other internal departments to ensure an excellent customer experience. At Werner, we’re more than an electrical distributor — we’re a community that empowers people to grow, innovate, and truly make a difference. Our culture celebrates individuality, encourages creativity, and values each person’s voice; creating a space where you can be yourself, connect with others, and build a meaningful career. We believe in balance and flexibility, so you can thrive both professionally and personally. Together, we can make an impact and build something exceptional for our customers, families, communities, and each other.

Requirements

2-5 years of experience in customer service or relevant experience in a fast-paced office environment
Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook

Nice To Haves

Technically proficient working with ERP and Knowledge Management platforms
Experience or background with Construction/Industrial products is strongly preferred.
Experience working in the distribution industry

Responsibilities

Establish positive customer relationships through professional and efficient correspondences.
Process and manage multiple customer requests instantaneously via inbound phone calls, emails, and website.
Review daily reports to manage open orders.
Prioritize urgent requests and escalate complex issues as needed.
Collaborate with Sales, Product, Pricing, Purchasing, Operations, and Financial Services to coordinate communication and activity with customers.
Recognize opportunities to suggest complementary products or upgrades as well as alternatives as needed.
Establish a feedback loop with the Sales and Product team (ACE Team) to discuss customer strategies and share customer insights.
Maintain general understanding of products and services as well as internal resources to address customer inquiries.
Engage with vendor partners via their website, portal, or email to obtain current lead times and pricing for quotes, orders, and follow-ups on behalf of the customer.
Responsible for cross-referencing products, recommending alternative solutions, and selecting part numbers based on customer specifications.
Participate in a team culture of Continuous Improvement (CI) to promote and drive efficiency and service improvements within the CX organization.