Customer Experience Specialist

Teknor Apex; Pawtucket (RI); Hybrid; USD 45,000 - 70,000; Full time

Job summary

Teknor Apex in Pawtucket, RI, seeks a Customer Experience Specialist to own the day-to-day customer experience, ensure orders are accurate, and resolve issues promptly while maintaining trust with customers. Role partners with Sales, Manufacturing, Supply Chain, Credit, Technical Services and Logistics to remove barriers and deliver reliable solutions.

You will analyze data, prepare performance reports, monitor on-time delivery, and identify improvement opportunities to boost service levels and

Qualifications

• High school diploma or GED; some college preferred.
• 3–5 years of customer service experience.
• Excellent listening and communication skills.
• Strong organizational and multi-tasking abilities.
• Proven problem solving and team player attitude.
• Self-motivated with a customer-focused mindset.

Responsibilities

• Process customer orders accurately and align delivery commitments with product availability.
• Build strong relationships with assigned customers and act as a trusted partner in the order-to-delivery process.
• Coordinate with Manufacturing, Shipping, Supply Chain, and Sales to ensure timely execution of requirements.
• Manage customer inquiries and issues, balancing expectations with company objectives.
• Collaborate with Sales Administrators to establish new accounts and maintain customer-specific needs.
• Investigate issues, identify root causes, and coordinate cross-functional resolutions.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Teamwork

Education

High school diploma or GED

Some college coursework preferred

Tools

Salesforce CRM

ERP systems

Job description

The Customer Experience Specialist serves as a trusted partner to customers, ensuring orders are executed accurately, issues are resolved quickly, and commitments are delivered as promised. This role owns the day-to-day customer experience by coordinating across Sales, Manufacturing, Supply Chain, Credit, Technical Services, and Logistics to remove barriers and deliver solutions. Through proactive communication, problem-solving, and account management, the Customer Experience Specialist strengthens customer relationships while supporting operational performance and business growth. The role combines attention to detail, data analysis, and cross-functional collaboration to improve service outcomes and identify opportunities for continuous improvement. Success is measured through customer satisfaction, order accuracy, on‑time performance, and the ability to build confidence and trust with every customer interaction.

Essential Duties and Responsibilities:

• Process customer orders accurately and ensure delivery commitments are aligned with product availability and operational capabilities.
• Build strong relationships with assigned customers by understanding their needs and serving as a trusted partner throughout the order-to-delivery process.
• Coordinate with Manufacturing, Shipping, Supply Chain, and Sales teams to ensure timely execution of customer requirements.
• Manage customer requests, inquiries, and challenges while balancing customer expectations with company objectives.
• Collaborate with Sales Administrators to establish new accounts and maintain customer-specific requirements within company systems.
• Investigate customer issues, disputes, and service concerns, identify root causes, and coordinate effective resolutions across multiple functions.
• Escalate complex issues as needed to protect customer relationships and business performance.
• Monitor inventory management programs and proactively address risks that could impact customer satisfaction or service levels.
• Initiate collaboration with customers, commercial teams, and supply chain partners to improve service outcomes and strengthen account relationships.
• Develop and distribute customer reports, on‑time delivery metrics, and performance analytics that support informed decision‑making.
• Recommend process improvements and service enhancements that improve efficiency, accuracy, and customer experience.
• Maintain compliance with company policies, procedures, and customer service standards while supporting broader business objectives.

Education and/or Work Experience Requirements:

• High school or G.E.D. Some college course work preferred.
• Position requires 3-5 years customer service experience.
• Excellent listening skills
• Excellent communication skills
• Excellent organizational skills
• Ability to multi-task
• Strong PC skills, including exposure to ERP systems
• Ability to maintain composure under pressure
• Originality and creative thinking is necessary
• Team Player
• Results oriented
• Customer/Relationship-oriented
• Problem Solving Skills
• Self-motivated
• Position has no budget or revenue responsibilities.
• No Supervisory Functions (behavior, attendance, salary)
• M3, Salesforce, or CRM experience is preferred
• Experience working with Masterbatch and Additives is preferred

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 15 lbs
• Must be able to talk, listen and speak clearly on telephone

Teknor Apex is an Equal Opportunity Employer and does not discriminate against any protected status under state or federal laws. Must be 18 years of age to work at Teknor Apex.