Customer Excellence Specialist

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 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