Customer Experience Specialist

Werner Electric Supply Company; Appleton (WI); Vor Ort; USD 42.000 - 64.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision Insurance

401(k) Retirement Plan with company 2%

Paid holidays, vacation, personal &sue

Short & Long-Term Disability Insurance

Life and AD&D Insurance

Tuition Reimbursement

Annual bonuses & merit increases

Wellness Programs

Career Development & Leadership TRAIN

Paid Parental Leave

Zusammenfassung

Werner Electric Supply Company, based in Appleton, WI, seeks a Customer Experience Specialist to handle daily customer requests and act as a liaison with Sales to ensure an excellent experience.

You will manage inquiries by phone, email, and website; collaborate with Sales, Product, Pricing, Purchasing, Operations, and Financial Services to coordinate activity and customer communications. This role supports continuous improvement and growth.

Qualifikationen

• 2–5 years of customer service or fast-paced office experience.
• Proficient in Microsoft Office Suite (Excel/Word/PowerPoint/Outlook)
• ERP systems experience
• Knowledge management platforms experience
• Experience in construction/industrial products preferred
• Experience in distribution industry preferred

Aufgaben

• Establish positive customer relationships through professional and efficient correspondences.
• Process and manage multiple customer requests via inbound phone calls, emails, and website.
• Review daily reports to manage open orders.
• Prioritize urgent requests and escalate 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 teams to discuss customer strategies and share customer insights.
• Maintain general understanding of products and services to address customer inquiries.
• Engage with vendor partners to obtain current lead times and pricing for quotes, orders, and follow-ups on behalf of the customer.
• Cross-reference products and select part numbers based on customer specifications.
• Participate in Continuous Improvement initiatives to promote and drive efficiency and service improvements within CX.

Kenntnisse

Customer service

Communication skills

Office software

Tools

ERP systems

Knowledge management platforms

CRM software

Jobbeschreibung

Description

Be Yourself. Build Your Career. Be Exceptional Together.

At Werner, we're more than an electrical distributor - we're a community that empowers people to grow, innovate, and truly make a difference. Our culture celebrates individuality, encourages creativity, and values each person's voice; creating a space where you can be yourself, connect with others, and build a meaningful career. We believe in balance and flexibility, so you can thrive both professionally and personally. Together, we can make an impact and build something exceptional for our customers, families, communities, and each other.

Summary

The Customer Experience Specialist is responsible for the daily activities of customer requests, while acting as a liaison with Sales and other internal departments to ensure an excellent customer experience.

Essential Functions

• 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 (ACE 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-referencing products, recommending alternative solutions, and selecting part numbers based on customer specifications.
• Participate in a team culture of Continuous Improvement (CI) to promote and drive efficiency and service improvements within the CX organization.

Required 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

Preferred Qualifications

• Technically proficient working with ERP and Knowledge Management platforms
• Experience or background with Construction/Industrial products is strongly preferred.
• Experience working in the distribution industry

Company Overview

Founded in 1948, Werner Electric Supply has grown from a small appliance store in downtown Neenah, WI into an award-winning employer and leading electrical distributor with 12 branch locations in Wisconsin and Upper-Michigan. Headquartered in Appleton, WI, we provide electrical, lighting, network, process, and inventory management solutions for a diverse group of industrial and construction customers. We are a growing, privately-held company with over 450 employees who uphold a family culture built around exceptional customer service. As a recent New North Workplace Excellence Award winner, we're dedicated to the continuous improvement of our people, products, and services to ensure the long-term success of our employees and customers.

Employee Benefits

• Medical, Dental, and Vision Insurance
• Short & Long-Term Disability Insurance
• Life and AD&D Insurance
• 401(k) Retirement Plan with company match
• Paid holidays, vacation, personal, and sick days
• Pet Insurance
• Identity Theft Protection
• Accident Insurance & Critical Illness Coverage
• Tuition Reimbursement
• Annual bonuses and merit increases based on performance
• Employee Assistance Program (EAP)
• Wellness Programs
• Employee Resource Groups (ERG)
• Career Development & Leadership Training
• Paid Parental Leave

Werner Electric Supply is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.