B2B Customer Experience Lead

ASRaymond; Maumee (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

ASRaymond in Maumee, OH is seeking a Customer Excellence Specialist to lead a customer-centric experience program. You will act as the main customer contact by phone or email, collaborating with sales, operations, and engineering to ensure high-quality service and timely responses.

The role requires 3–5 years of B2B customer service in an industrial setting, strong communication, and solid analytical skills. Proficiency with Salesforce, ERP systems, and MS Office is preferred.

Qualifications

• 3–5 years of B2B customer service experience in industrial or related business.
• Inside sales experience in a fast-paced, high-transaction environment.
• Strong verbal and written communication across organizational levels.
• Advanced analytical and problem-solving skills.
• Ability to understand spring terminology, design, drawings, and specifications.

Responsibilities

• Develop and lead a customer experience program aligned with company policies.
• Serve as a key contact for customers via phone and email.
• Drive VOC insights to improve processes and relationships.
• Collaborate cross-functionally with sales, operations, supply chain, and engineering.
• Track and report customer-facing metrics and improve service levels.
• Support inside sales with inquiries, quotes, orders, and product availability.
• Coordinate with sales to ensure timely responses and follow-ups.
• Adhere to Code of Business Conduct and Ethics

Skills

Customer service

Communication

Analytical thinking

Problem solving

Independence

Education

Bachelor's degree in related discipline

Tools

Salesforce

ERP systems

Excel

Word

Outlook

CRM

Job description

ASRaymond in Maumee, OH is seeking a Customer Excellence Specialist to lead a customer-centric experience program. You will act as the main customer contact by phone or email, collaborating with sales, operations, and engineering to ensure high-quality service and timely responses.

The role requires 3–5 years of B2B customer service in an industrial setting, strong communication, and solid analytical skills. Proficiency with Salesforce, ERP systems, and MS Office is preferred.