Customer Experience Lead — Industrial & Manufacturing

Werner Electric Supply Company; Green Bay (WI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Plan with company an

Annual bonuses and merit increases

Tuition Reimbursement

Job summary

Werner Electric Supply in Green Bay, WI, is seeking a Customer Experience Specialist to serve as the primary liaison between customers, Sales, and internal teams, ensuring an exceptional experience. You will handle inquiries via phone, email, and web, manage orders, coordinate with Product, Pricing, Purchasing, and Operations, and identify opportunities to upsell or suggest alternatives.

The role emphasizes relationship building, problem solving, and cross-functional collaboration in a

Qualifications

• 2-5 years of experience in customer service or relevant experience in a fast-paced office environment
• Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook

Responsibilities

• Establish positive customer relationships through professional and efficient correspondences.
• Process and manage multiple customer requests instantaneously via inbound phone calls, emails, and website.
• Review daily reports to manage open orders.
• Prioritize urgent requests and elevate complex issues as needed.
• Collaborate with Sales, Product, Pricing, Purchasing, Operations, and Financial Services to coordinate communication and activity with customers.
• Recognize opportunities to suggest complementary products or upgrades as well as alternatives as needed.
• Establish a feedback loop with the Sales and Product team to discuss customer strategies and share customer insights.
• Maintain general understanding of products and services as well as internal resources to address customer inquiries.
• Engage with vendor partners via their website, portal, or email to obtain current lead times and pricing for quotes, orders, and follow-ups on behalf of the customer.
• Responsible for cross-referring products, recommending alternative solutions, and selecting part numbers based on customer specifications.
• Participate in a team culture of Continuous Improvement to promote and drive efficiency and service improvements within the CX organization.

Skills

Customer service

Microsoft Office

ERP systems

Detail oriented

Tools

ERP platforms

Job description

Werner Electric Supply in Green Bay, WI, is seeking a Customer Experience Specialist to serve as the primary liaison between customers, Sales, and internal teams, ensuring an exceptional experience. You will handle inquiries via phone, email, and web, manage orders, coordinate with Product, Pricing, Purchasing, and Operations, and identify opportunities to upsell or suggest alternatives.

The role emphasizes relationship building, problem solving, and cross-functional collaboration in a