Customer Experience Specialist

FRAGRANCE MANUFACTURING INC • Allentown, PA

4d

About The Position

FMI is seeking a Customer Experience Specialist to support customers and coordinate orders. The role owns relationships with assigned customer accounts and guides products from purchase order through manufacturing and shipment. The specialist manages and processes orders, collaborates with internal teams, and proactively addresses customer needs to enhance satisfaction. The role works with Planning, Production, Quality, and Shipping to maintain accurate order information, resolve concerns, and follow through on delivery commitments.

The ideal candidate is accurate, organized, customer-focused, and able to manage competing priorities while following established procedures. They communicate clearly, take ownership of customer concerns, and collaborate across teams to meet customer requirements and improve service processes.

Requirements

• High school diploma or equivalent required.
• 1 to 3 years supporting business customer accounts or managing customer orders.
• Ability to verify customer purchase order quantities, dates, and product details, and review order and inventory status.
• Intermediate Microsoft Excel skills, including sorting, filtering, basic formulas, and preparing order status reports.
• Proficiency in Microsoft Word and Outlook, including organizing electronic records and collaborating through shared document platforms.
• Ability to learn manufacturing systems and work accurately with item numbers, BOMs, and product specifications.
• Accuracy and organization, including careful review, identifying inconsistencies, maintaining clear records, following procedures, and asking questions when requirements are unclear.
• Ownership and problem-solving skills, including prioritizing competing customer needs, anticipating risks, following actions through resolution, exercising sound judgment within established authority, and promptly escalating concerns.
• Customer relationship and communication skills, including listening to customer needs, setting realistic expectations, communicating clearly and professionally, collaborating across teams, adapting to changing priorities, and handling difficult conversations with confidence and respect.
• Demonstrate integrity, teamwork, relentless problem-solving, customer focus, collaboration and respect, proactive solution-oriented behavior, accountability, ownership, passion, and dedication.

Nice To Haves

• An Associate’s or higher degree in Business, Marketing, Sales, or Supply Chain Operations.
• Experience in manufacturing, contract packaging, distribution, or supply chain operations.
• Experience with SyteLine or a comparable manufacturing ERP system.
• CRM system experience.

Responsibilities

• Manage customer orders from purchase order receipt through shipment, including ERP entry, order changes, status tracking, and delivery follow-up.
• Create and maintain item numbers and bills of materials (BOMs); confirm product requirements and specifications, document approved changes, and follow standard operating procedures and work instructions.
• Coordinate with Planning, Production, Quality, and Shipping to manage competing priorities, address obstacles, and support timely fulfillment that meets customer requirements.
• Own customer questions and concerns, follow agreed actions through resolution, and escalate issues requiring additional support or approval.
• Communicate accurate order updates, production dates, and potential delays; verify information before making commitments and set realistic expectations.
• Develop customer relationships by understanding business priorities, product requirements, and future needs, and share additional-business opportunities with Sales.
• Use customer feedback to improve service processes, prevent recurring issues, and contribute to Customer Experience improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED