Customer Experience Specialist

Phoenix Textile Corporation; O’Fallon (MO); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) retirement plan

Paid time off

Casual dress

Job summary

Phoenix Textile Corporation is seeking a Customer Experience Specialist in the St. Louis region to support the order lifecycle from quote to delivery. You will process orders, track shipments, and address customer inquiries with a focus on responsiveness and ease.

You will work with Commercial Sales to prepare quotes, follow up on orders, and resolve issues while maintaining up-to-date account records and fostering a positive customer experience.

Qualifications

• 2+ years in customer service, order processing, or account support.
• Strong verbal and written communication skills with a customer-first attitude.
• Excellent attention to detail and accuracy when entering and reviewing order information.
• Ability to manage multiple priorities and customer accounts in a fast-paced environment.
• Proficiency in Microsoft Office Suite; experience with CRM systems preferred.
• Strong problem-solving skills and the ability to remain calm and professional under pressure.
• Comfortable collaborating across sales, operations, and logistics teams.

Responsibilities

• Serve as primary contact for commercial customers via phone, email, and online inquiries, entering, confirming, and processing orders accurately in our order management system.
• Track order status and shipments, communicating updates or delays to customers and the sales team.
• Prepare quotes and follow up on open orders, supporting account needs to prevent issues.
• Research discrepancies (billing, returns, shipping) and resolve them promptly with a customer-first approach.
• Maintain accurate customer account records, including pricing, contacts, and order history.
• Coordinate with warehouse, logistics, and vendors to confirm product availability and delivery timelines.

Skills

Customer service

Order processing

Communication

Attention to detail

Multitasking

Collaboration

Problem solving

Tools

CRM systems

Microsoft Office

Job description

Customer Experience SpecialistWho We Are

Phoenix Textile Corporation has been a trusted supplier to healthcare, institutional, and government customers since 1983. We are a privately held company headquartered in the St. Louis region with employees nationwide.

Position Summary

The Customer Experience Specialist is the friendly, reliable voice behind our Commercial Sales Division, supporting the order lifecycle from quote to delivery. This role processes orders, tracks shipments, resolves customer questions, and partners closely with sales representatives to make sure every customer interaction feels responsive and easy.

What You'll Do

As a primary point of contact for our commercial customers, you'll respond promptly and professionally to phone, email, and online inquiries, entering, confirming, and processing orders accurately in our order management system. You'll track order status and shipments, staying ahead of updates or delays and communicating them clearly to customers and the sales team before they become a problem.

You'll work closely with Commercial Sales representatives, helping prepare quotes, following up on open orders, and supporting account needs so nothing falls through the cracks. When discrepancies come up, whether it's a billing question, a return, or a shipping issue, you'll research the details and resolve them in a timely, customer-first way. You'll also keep customer account records accurate and current, including pricing, contacts, and order history.

Behind the scenes, you'll coordinate with warehouse, logistics, and vendor partners to confirm product availability and delivery timelines, and process return authorizations, credits, and replacement orders according to company policy. You'll build a working knowledge of our product catalog so you can answer customer questions with confidence, look for opportunities to improve the customer experience, and flag recurring issues to leadership. You'll also lend a hand with month-end and reporting tasks related to order and account activity as needed.

Qualifications

• 2+ years of experience in customer service, order processing, or account support, preferably in a business-to-business or commercial sales environment.
• Strong verbal and written communication skills with a customer-first attitude.
• Excellent attention to detail and accuracy when entering and reviewing order information.
• Ability to manage multiple priorities and customer accounts in a fast-paced environment.
• Proficiency in Microsoft Office Suite; experience with CRM systems preferred.
• Strong problem-solving skills and the ability to remain calm and professional under pressure.
• Comfortable collaborating across sales, operations, and logistics teams.

Benefits

• Four-tier health insurance plans including an HSA option
• Dental insurance
• Vision insurance
• Short & Long-Term Disability Insurance
• Group Term Life Insurance
• 401(k) Retirement Plan with a company match equal to 25% of the first 10% of employee deferrals and profit sharing
• Generous Paid Time Off (PTO) program
• Casual dress work environment
• Opportunity to be part of an upbeat, supportive and high-performing team
• Career growth and professional development opportunities

Phoenix Textile Corporation is proud to abide by the requirements of 41 CFR 6-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, protected veteran status or disability.

• If assistance is needed in applying for employment, please contact our Human Resources Department by email or by phone at 314.770.1577. Ability to work on-site in O’Fallon, MO, with reliability in attendance and a commitment to delivering consistent, high-quality customer experiences.