Customer Experience Specialist

Fragrancemfg; Allentown (Lehigh County); On-site; USD 40,000 - 55,000; Full time

Job summary

A manufacturing company in Allentown is seeking a Customer Experience Specialist to enhance customer satisfaction through effective order management and communication. This role involves being the primary contact for clients, ensuring seamless order processing within the ERP system. The ideal candidate will possess strong communication skills, attention to detail, and a proactive approach to problem-solving. Join a dynamic team focused on continuous improvement and exceptional customer service.

Qualifications

• 1-3 years in a customer-facing role, preferably within a manufacturing or supply chain environment.
• Intermediate proficiency in Microsoft Office tools.
• Experience with basic order processing systems.

Responsibilities

• Serve as the primary contact for customers during production.
• Manage customer orders within the ERP system.
• Proactively communicate updates and changes to customers.

Skills

Strong verbal and written communication skills

Exceptional attention to detail and organizational skills

Ability to collaborate across teams

Proactive problem-solving

Education

High school diploma or equivalent

Associate’s or higher degree in Business, Marketing, or Sales

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

CRM system

Job description

Description

We are seeking a Customer Experience Specialist to join our dynamic team within our sales department. This role is pivotal in ensuring outstanding customer service through seamless client coordination and communication. The ideal candidate will excel in managing and processing orders, collaborating with internal teams, and proactively addressing customer needs to enhance overall satisfaction.

Key Responsibilities

• Serve as the primary point of contact with customers, ensuring a seamless experience as their products are manufactured.
• Create, update and manage item numbers and bill of materials (BOM) for customer products.
• Process, manage and update customer orders within our ERP system.
• Proactively communicate order updates, production dates, and potential delays with customers and internal teams.
• Facilitate alignment of product requirements and specifications with customers and transfer knowledge to internal teams.
• Maintain high standards of customer service and satisfaction, contributing to an NPS score above 50.
• Work cross-functionally with internal teams to ensure timely and quality fulfillment of customer orders.
• Continuously seek ways to improve customer service processes and contribute to quarterly sales improvement initiatives.

Qualifications & Requirements

Education: High school diploma or equivalent required; an Associate’s or higher degree in Business, Marketing, or Sales is a plus.

Experience: 1-3 years in a customer-facing role, preferably within a manufacturing or supply chain environment.

Technical Proficiency

• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Experience using basic order processing systems (1-3 years).
• Familiarity with Google Docs or similar work-sharing tools.
• CRM system experience is a plus.

Skills & Competencies

• Strong verbal and written communication skills.
• Exceptional attention to detail and organizational skills.
• Ability to collaborate across teams and adapt to changing priorities.
• Proactive problem-solving and a strong sense of urgency.

Core Values & Culture Fit

Our team operates on a foundation of integrity, teamwork, and relentless problem-solving. The ideal candidate should embody the following values:

• Customer-Centric Mindset: Act as the customer’s eyes, ensuring quality at every step.
• Collaboration & Respect: Foster an inclusive and encouraging work environment.
• Proactive & Solution-Oriented: Always seeking improvements and problem-solving efficiently.
• Accountability & Ownership: Taking full responsibility for commitments and actions.
• Passion & Dedication: Bringing energy and enthusiasm to work every day.

Affirmative Action/EEO statement

FMI is proud to be an Equal Employment Opportunity and Affimative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice upon request.