Customer Excellence Specialist

BG MC US Holdings LLC Force Motion Group; 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 service strategy and act as the primary contact for customers by phone or email. You will collaborate with sales, operations, and engineering to ensure a high-quality end-to-end customer journey.

The ideal candidate will have 3–5 years in B2B customer service, strong communication and problem-solving skills, and familiarity with CRM systems.

Qualifications

• 3–5 years of B2B customer service experience in industrial or related fields.
• Experience in inside sales and high-volume transactions is preferred.
• Strong verbal and written communication across all organizational levels.
• Analytical problem-solving and attention to detail are essential.
• Ability to understand processes, drawings, and specifications to explain to customers.

Responsibilities

• Develop and lead a customer experience focused on high-quality service aligned with policies.
• Serve as a key contact for customers via phone or email, supporting existing and new business.
• Identify opportunities to improve processes and strengthen customer relationships.
• Collaborate with sales, operations, supply chain, and engineering to ensure end-to-end service.
• Track customer-facing metrics and report on initiatives to improve service levels.

Skills

Customer service

Cross-functional collaboration

Communication skills

Analytical thinking

Sales support experience

CRM experience (Salesforce a plus)

Attention to detail

Education

Bachelor’s degree in related discipline

Tools

Microsoft Office

CRM (Salesforce)

ERP systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Excellence Specialist

Full Time Customer Service Maumee, OH, US

30+ days ago Requisition ID: 1001

ASRaymond has an exciting and challenging career opportunity for a Customer Excellence Specialist in its Maumee, OH location. If you are a talented, self-driven and high- energy individual and would like to add value to the Customer Service team by leading continuous improvement efforts and can easily establish a good rapport by collaborating cross-functionally with key departments, this position is for you. This will be a challenging and rewarding opportunity for the right candidate who can make a positive impact as part of the customer service team.

Core Responsibilities:

• Develop and lead a customer experience focused on delivering high-quality service, ensuring alignment with company policies.
• Customer Interaction & Engagement: Act as a key point of contact for customers, supporting existing business and acquiring new customers while ensuring a customer-centric approach. This can be either phone or over email.
• Execute customer opportunities effectively, mitigate business risk, and incorporate lessons learned to enhance customer experiences.
• Voice of the Customer (VOC): Actively solicit feedback from customers to drive meaningful insights, improve processes, and strengthen customer relationships.
• Cross-Functional Collaboration: Works seamlessly with sales, operations, supply chain, engineering, and other business functions to deliver a consistent, high-quality end-to-end customer journey.
• Performance Metrics & Reporting: Track and report on customer-facing metrics, implementing processes or procedure to improve service levels, increase efficiencies, and sustain a culture of continuous improvement.
• Issue Resolution & Risk Management: Identify potential customer-related risks and ensure timely resolution to maintain strong relationships and business continuity.
• Inside Support for Outside Sales: Act as an internal support resource for outside sales by assisting with customer inquiries, order processing, pricing, and product availability to enhance sales efforts.
• Sales Coordination & Customer Follow-Up: Partner with the sales team to ensure seamless communication, timely responses to customer needs, and proactive follow-ups on quotes, orders, and service issues.
• Perform other duties as assigned by manager.
• Adherence to the Company Code of Business Conduct and Ethics

Qualifications:

• A minimum of 3-5 years of customer service experience in B2B customer service in an industrial or related business
• Prior experience in inside sales and customer Service in a high transaction and in a fast-paced environment.
• Solid verbal and written communication including the ability to engage with personnel in all levels of an organization
• Advanced analytical and problem-solving skills.
• Ability to understand spring terminology and design, drawings, and specifications to effectively convey spring knowledge to customers.
• Strong PC aptitude in a Windows environment; specifically, Microsoft Office (Excel, Word, Outlook) as well as knowledgeable in CRM (Salesforce a plus) and ERP systems.
• Must demonstrate an ability to work independently and be detail and project oriented

Education & Experience:

• Bachelor’s degree in a related discipline preferred.

Experience with EDI and related processes preferred