Customer Experience Specialist - Hybrid

TAPCO (Traffic and Parking Control Co., LLC); Brown Deer (WI); In loco; USD 40.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

10 Paid Holidays

Paid Vacation

401K Plan

Health insurance

Quarterly Events

Descrizione del lavoro

TAPCO (Traffic and Parking Control Co., LLC) is seeking a Customer Experience Specialist to provide comprehensive post-order support. The role involves coordinating issue resolution and ensuring customers remain informed throughout the process.

Candidates should possess strong communication and problem-solving skills, with a focus on a positive customer experience. A high school diploma is required, while a degree in business or a related field is preferred.

Competenze

• Two or more years of experience in customer service or support.
• Experience in a manufacturing or distribution environment preferred.
• Commitment to continuous improvement in customer experience.

Mansioni

• Respond promptly to customer inquiries post-order.
• Coordinate issue resolution across internal departments.
• Log and maintain accurate case details in company systems.
• Facilitate returns and warranty inquiries per policies.

Conoscenze

Strong communication skills

Problem-solving skills

Attention to detail

Multitasking ability

CRM proficiency

Teamwork

Formazione

High school diploma or equivalent

Associate or Bachelor’s degree

Strumenti

Microsoft Office

CRM systems

ERP systems

Descrizione del lavoro

*Please note - The pay rate will be based on experience*

What TAPCO has to offer you

• 10 Paid Holidays
• Paid Vacation and Personal Time (starting day one)
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Employer Match (fully vested on day one)
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee

What you will accomplish as an Customer Experience Specialist at TAPCO:

The Customer Experience Specialist provides responsive, end-to-end post-order support. This role serves as a central point of contact for customers, coordinates issue resolution, and keeps customers informed through delivery and post-delivery follow-up. The Customer Experience Specialist helps create a consistent customer experience by resolving concerns with urgency, maintaining accurate case documentation, and identifying opportunities to improve post-order processes. This role reports to the Customer Operations Manager.

Essential Duties and Responsibilities

Respond promptly and professionally to post-order customer inquiries, including questions about order status, shipping, delivery, returns, warranties, and product-related concerns.

• Provide timely, accurate updates, set clear expectations, and keep customers informed throughout the issue-resolution process.
• Own customer cases from initial contact through resolution, ensuring appropriate follow-up, confirmation of resolution, and closure.
• Coordinate with Project Management, Operations, Shipping, Finance, Sales, and other internal teams to research and resolve customer issues.
• Log and maintain complete, accurate case details in company systems to support visibility, accountability, and reporting.
• Facilitate returns, return material authorizations, and warranty inquiries in accordance with company policies and customer needs.
• Identify potential risks to the customer experience and elevate urgent, complex, or recurring concerns to the Customer Operations Manager.
• Identify trends, recurring issues, and process improvement opportunities while supporting customer experience initiatives, documentation updates, and special projects.

Knowledge/Skill/Ability

• Strong verbal and written communication skills with a professional, customer-focused approach.
• Excellent problem-solving skills and the ability to coordinate resolution across multiple departments.
• Strong attention to detail, organization, follow-through, and process discipline.
• Manages multiple customer needs and priorities in a fast-paced environment with an appropriate sense of urgency.
• De-escalates concerns, communicate difficult information respectfully, and maintains composure during challenging interactions.
• Works independently while contributing positively within a cross-functional team.
• Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Quickly learns and effectively uses CRM, ERP, case-management, and other business systems.
• Commitment to continuous improvement and delivering a consistent, positive customer experience.

Required Experience

• Two or more years of experience in customer service, customer support, order support, or a related customer-facing role preferred.
• Experience in a manufacturing, distribution, or supply chain environment preferred.
• Experience using CRM and ERP systems preferred.
• High school diploma or equivalent required.
• Associate or bachelor’s degree in business, communications, supply chain, or a related field preferred.

About Us

At TAPCO, we aim to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO Employer, including Veterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements.

If any assistance is needed with the application process, please contact TAPCO HR at 800-236-4462