Customer Experience Specialist

Crypton Fabric; Shelby (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Crypton Fabric is seeking a Customer Experience Specialist in Cliffside, NC to serve as the primary contact for assigned accounts, ensuring their needs are met with world-class service. You will collaborate with production, logistics, planning and sales to manage the full order process from start to finish.

You will maintain strong relationships, provide prompt order support, and document interactions in the ERP system.

Qualifications

• 3-4 years of client experience required.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the dedicated liaison between the company and key accounts by developing and maintaining strong long-lasting relationships.
• Provide prompt and effective support and communication related to product orders, delivery schedules, and service inquiries.
• Coordinate with internal departments to ensure client orders are processed accurately and delivered on time.
• Address client concerns or complaints promptly and efficiently, working with relevant teams to ensure successful resolution and continuous satisfaction.
• Maintain accurate records of client interactions and transactions within the company’s Microsoft Dynamic ERP system.
• Stay informed about industry trends and innovations to better service client needs.
• Work closely with sales and marketing teams to ensure the company delivers high-quality service and meets all client requirements.
• Learn Crypton’s part numbers and products to assist customers with inquiries and new opportunities.
• Contribute strategies to retain and support existing clients based on their feedback and needs.

Skills

Client experience

Communication skills

Job description

We are in search of a Customer Experience Specialist to join our team in Cliffside, NC. This role serves as the primary contact for assigned accounts and ensuring that their needs are met, while providing world class customer service to our Crypton Mills customers. The specialist will maintain a high level of execution, enthusiasm and service while collaborating closely internal departments such as production, logistics, planning and sales teams to mange the entire order process from start to finish, ensuring that the Crypton customer experience is best in class.

Key Responsibilities

• Serve as the dedicated liaison between the company and key accounts by developing and maintaining strong long-lasting relationships by understanding their needs are understood and addressed in a timely manner.
• Provide prompt and effective support & communication related to product orders, delivery schedules, and service inquiries.
• Coordinate with internal departments to ensure that client orders are processed accurately and delivered on time.
• Address client concerns or complaints promptly and efficiently, working with relevant teams to ensure successful resolution and continuous satisfaction.
• Maintain accurate records of client interactions and transactions within the company’s Microsoft Dynamic ERP system, ensuring all information is up to date and accessible to the team.
• Stay informed about industry trends and innovations to better service client needs and provide valuable insights.
• Work closely with sales and marketing teams to ensure the company delivers high-quality service and meets all client requirements.
• Learn Crypton’s part numbers and products to be able to assist customers with inquiries and new opportunities.
• Contribute strategies to retain and support existing clients based on their feedback and needs.

Required Qualifications and Skills

• 3-4 years of client experience required
• Excellent written and verbal communication skills