Customer Experience Specialist

Role Overview

The Customer Experience Specialist provides advanced customer service support, coordinates special projects, and helps improve the consistency and effectiveness of daily customer-facing processes.

What You Will Do

Support daily Customer Service operations, monitor order management processes, and identify recurring issues to improve efficiency.

Why It Might Be a Fit

The ideal candidate will have strong analytical, problem-solving, and communication skills, with experience in Customer Service, account management, or a related operational function.

Requirements

• Serve as an escalation resource for Customer Service Team Leads and Representatives
• Support daily Customer Service operations
• Monitor order management processes
• Coordinate with Sales, Production, Distribution, and other internal departments
• Assist with customer account transitions and service-related changes
• Support Customer Service leadership in monitoring departmental goals and service accuracy
• Identify inefficiencies within Customer Service processes and recommend practical solutions
• Support implementation of approved Customer Service procedures and workflow changes
• Coordinate assigned process improvement initiatives
• Assist in developing and maintaining standard operating procedures and work instructions
• Monitor effectiveness of implemented process improvements and provide feedback to leadership
• Serve as an advanced training resource for Customer Service Representatives and Team Leads
• Develop, update, and maintain training materials and process documentation
• Identify knowledge gaps and recommend additional training to improve team performance and consistency
• Provide coaching and guidance on complex processes and customer situations
• Lead or coordinate assigned special projects for Customer Service
• Manage project follow-up and track deliverables
• Coordinate one-time initiatives such as backlog reduction and account cleanups
• Work with internal departments to gather information and ensure special projects are completed accurately and on schedule
• Research operational issues and prepare findings and project summaries for management review
• Maintain organized project records and provide regular updates on progress, risks, and completed outcomes