Customer Experience Specialist

Baerlocher USA LLC•Cincinnati, OH

10h

About The Position

The Customer Experience Specialist plays a critical role in ensuring customers receive accurate, timely, and reliable fulfillment by proactively managing order execution, maintaining SAP data accuracy, and driving strong communication across Customer Experience, Operations, Sales, Supply Chain, and Shipping. This role shifts the customer service department from a reactive, transactional model to a proactive, operationally strong customer experience function. The position directly impacts On‑Time Delivery (OTD), customer satisfaction, and internal efficiency by ensuring order accuracy, preventing shipment delays, and maintaining high‑quality data in SAP. The role supports the broader Customer Experience infrastructure by improving processes, enhancing data integrity, enabling accurate forecasting, and ensuring that customers have clear, timely communication regarding order status and potential risks.

Requirements

Ability to foster good working relationships with customers, account managers, and other departments within the organization
Exhibits appropriate tone in both written and oral communication with internal and external customers
Builds partnerships with account managers, customer contacts, and other departments to meet customer needs and expectations
Collaborates with senior customer experience specialist and customer experience manager to build and deliver solutions that meet customer needs and expectations
Builds strong internal network across various functional groups
Excellent verbal and written communication skills
Proficient with the Microsoft suite of applications
A strong work ethic with the ability to take initiative and work under pressure
High School Diploma and 2-years relevant professional experience, or Associate degree
Proficient with the Microsoft suite of applications

Nice To Haves

Working knowledge of SAP
Experience with CRM (Customer Relationship Management) system

Responsibilities

Build and maintain strong relationships with customers, suppliers, and internal stakeholders.
Serve as the primary point of contact for customer inquiries, ensuring responses are timely, accurate, and professional
Drive the Proactive Order Management Process, including daily review of SAP sales orders, delivery blocks, availability risks, and factors impacting OTD.
Ensure accurate, complete sales orders in SAP, including pricing, material numbers, and delivery parameters.
Maintain and improve OTD performance by identifying at‑risk orders early and coordinating cross‑functional actions.
Participate in weekly Account Manager Demand Reviews to reconcile order patterns, forecast signals, and customer changes to improve forecast accuracy and impact to business
Govern Promise Date Accuracy to make sure customers receive realistic, reliable dates and updates.
Provide proactive communication to customers and internal teams when orders shift, risks arise, or alternatives are required.
Partner with Supply Chain and Shipping to maintain a 72‑hour ship readiness process, ensuring products, documents, and carriers are prepared before ship dates.
Ensure order accuracy and data integrity across SAP order stages (order entry, confirmations, material availability, scheduling, and delivery creation).
Communicate proactively with customers and Account Managers about order status, delivery timing, risks, delays, and alternatives.
Ensure all interactions, escalations, and updates are properly documented according to company standards.
Support process improvements that strengthen the overall Customer Experience infrastructure, including order accuracy, data quality, automation, communication flows and forecast accuracy
Use M365 Copilot, AI prompts, and automation to reduce manual tasks and improve accuracy in communication and reporting.
Enhance Power Automate workflows, PowerBI Reports, SAP reports, and templates that improve visibility and prevent errors.
Identify recurring order issues and propose improvements in SAP master data, lead times, or process flow.
Maintain dashboards that visualize backlog health, OTD performance, order risks, and service metrics.