Customer Experience Specialist - Industrial/Manufacturing

Werner Electric Supply • Green Bay, WI

6d • 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. Werner Electric Supply is a growing, privately-held company with over 450 employees who uphold a family culture built around exceptional customer service. As a recent New North Workplace Excellence Award winner, we’re dedicated to the continuous improvement of our people, products, and services to ensure the long-term success of our employees and customers.

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.

Benefits

• Medical, Dental, and Vision Insurance
• Short & Long-Term Disability Insurance
• Life and AD&D Insurance
• 401(k) Retirement Plan with company match
• Paid holidays, vacation, personal, and sick days
• Pet Insurance
• Identity Theft Protection
• Accident Insurance & Critical Illness Coverage
• Tuition Reimbursement
• Annual bonuses and merit increases based on performance
• Employee Assistance Program (EAP)
• Wellness Programs
• Employee Resource Groups (ERG)
• Career Development & Leadership Training
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed