Customer Experience Specialist - Hybrid

TAPCO Inc.; Milwaukee (WI); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Paid holidays

Paid vacation and personal time

Parental leave

401K with employer match

Short-term disability

Health, vision, dental insurance

Company events

Employee committee participation

Job summary

TAPCO Inc. is seeking a Customer Experience Specialist in Milwaukee to deliver responsive, end-to-end post-order support. You will serve as a central contact for customers, coordinate issue resolution, and keep clients informed through delivery and post-delivery follow-up.

This role reports to the Customer Operations Manager. Qualifications include 2+ years in customer service, experience with CRM/ERP, and strong communication and problem-solving skills.

Qualifications

• Two or more years in customer service or related role.
• Experience in manufacturing, distribution, or supply chain preferred.
• Experience using CRM and ERP systems preferred.
• High school diploma or equivalent required.
• Associate or bachelor's degree preferred.

Responsibilities

• Respond promptly and professionally to post-order customer inquiries.
• Provide timely updates and set expectations throughout resolution.
• Own cases from contact to resolution with follow-up and closure.
• Coordinate with internal teams to research and resolve issues.
• Log complete case details in company systems for visibility.
• Facilitate returns, RMAs, and warranty inquiries per policy.
• Identify risks to the customer experience and escalate when needed.
• Identify trends and opportunities for process improvement.

Skills

Verbal communication

Written communication

Problem solving

Organization

Multitasking

De-escalation

Independence

CRM software

ERP systems

Microsoft Office

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

CRM

ERP

Job description

*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 *escalate* 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

8-5pm