Customer Experience Specialist

The Customer Experience Specialist plays a pivotal role in fostering a customer-centric culture by building and maintaining strong relationships with customers, understanding their needs, and ensuring seamless order processing and communication. This position serves as the primary liaison between customers and internal teams, advocating for customer needs while coordinating with sales, production, warehouse, and other departments to deliver exceptional service. The ideal candidate is highly organized, detail-oriented, and possesses strong communication and problem-solving skills to enhance the overall customer experience.

Essential Duties and Responsibilities:

• Establish strong relationships with customers and understand their requirements of providing outstanding experience

• Understand and communicate the health of the customer within Footprint
• Responsible for processing customer purchase orders
• Work closely with sales, demand planning, manufacturing and logistics team to prioritize production and manage ship schedules to meet customer’s orders.
• Analyzes customer needs and determines how operations can be altered to improve the service to customers.
• Focus on automating the customer experience with EDI
• Provides timely updates and order status to customer
• Proactively resolves issues that would impact a customer experience
• Identify process improvements to daily operations
• Leads customer onboarding experience and part number setup
• Train and support other Customer Experience Specialist 

Other duties may entail

• Create and analyze financial sales reports
• Assist with capacity planning to resolve capacity constraint issues
• Support contracted factories with purchase order execution and logistics

Knowledge, Skills, and Abilities:

• Obsessed with exceeding customer expectations
• Proficient in analyzing and improving operational processes
• Strong people management and organizational skills
• Excellent written and verbal communication skills
• Highly skilled in Microsoft Office (Excel, PowerPoint, Outlook)
• Strong problem-solving and time management abilities
• Detail-oriented
• Possesses strong tactical management skills
• Demonstrates strong leadership qualities

Minimum Qualifications:

Candidates/incumbents must meet the minimum qualifications as detailed below

• 3+ years of experience as an operations specialist or in a similar role
• 3+ years of customer service experience
• Project management experience
• Previous Sage X3 experience is a plus

• Comprehensive Health Coverage: Including medical, prescription, dental, and vision care plans as well as HSA / FSA accounts.

• Insurance Protection: Basic term life, accidentals, short- and long-term disability, and voluntary life insurance coverage.
• Financial Security: Short and long-term disability plans, along with a 401(k) retirement plan.
• Time Off Support: Flexible time off program, paid holidays, sick leave, and parental leave benefits.
• Lifestyle Benefit: Voluntary Pet Insurance.

NOTE: This position is not eligible for a relocation benefit.