Customer Experience Specialist - Hybrid

Bakelite; Riverside Gardens (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

Bakelite in Louisville, KY is seeking a Customer Experience Specialist to be the primary contact for order entry, status updates, delivery coordination and issue resolution. You will build strong relationships with customers, ensure order accuracy and on-time fulfillment, and collaborate with Sales, Supply Chain, Operations and Finance to meet customer needs.

Ideal candidates have 2–5 years in customer service or order management, excel at communication, and are comfortable using Excel/Word; SAP

Qualifications

• 2-5 years of experience in customer service, order management, supply chain, or a related field.
• Strong understanding of order fulfillment processes and customer account management.
• Excellent communication skills with the ability to manage multiple requests in a fast‑paced environment.
• Experience working with Microsoft Excel and Word.
• Strong attention to detail and problem‑solving ability.

Responsibilities

• Act as the main contact for assigned customers on order entry, status updates, delivery coordination, and issue resolution.
• Build strong, service‑focused customer relationships that promote trust and long‑term satisfaction.
• Respond quickly to customer inquiries, ensuring professional, clear, and accurate communication.
• Manage the end‑to‑end order process—including order receipt, validation, entry, tracking, and completion.
• Monitor open orders to ensure accuracy and on‑time delivery while proactively identifying potential delays or issues.

Skills

Customer service

Order management

Supply chain

Communication

Attention to detail

Problem solving

Tools

SAP

MS Office

Job description

Customer Experience Specialist: The Impact You’ll Have On The Organization and World

• The Customer Account Specialist serves as the primary point of contact for all order‑related activities, ensuring a seamless experience throughout the order lifecycle.
• This role is responsible for building strong customer relationships, managing order accuracy and timeliness, and supporting overall customer loyalty through excellent communication and problem resolution.
• The Customer Account Specialist collaborates closely with internal teams to ensure customer needs are met efficiently and effectively.

It's Better with Bakelite: Our Commitment Back to You

• You’ll Help Shape Our Future. As a Bakelite associate, you’re part of a diverse, global population creating the next generation of the company and we expect you to put your fingerprint on it.
• We Champion Our Associates. At Bakelite, you don’t just climb the career ladder – you pave your personal path through continued learning and development.
• Together, We Will Protect the Planet. From our processes to our products, we are focusing on the opportunities that both grow our profitability as a company, and improve and protect the planet.
• Safety is a Core Value. At Bakelite, safety is a 24/7 mindset. We are all safe today to ensure we are able to show up tomorrow – for our families and friends, for each other and for our communities.
• We Care. Plain and simple, we care about our associates. From the top on down, we place a high value on our culture and the associate experience. We offer competitive compensation, robust benefits and support our associates every step of their career.

Life in Louisville:

Louisville is Kentucky’s biggest city and the “Gateway to the South.” It’s located on the Ohio River and is just over the Indiana border.

• Louisville is home to the Kentucky Derby, an annual horse race with a long history that takes place at Churchill Downs.
• There are lots of attractions to explore in downtown Louisville, including the Louisville Slugger Museum and Factory, where Major League Baseball bats are produced.
• Louisville was named among the top 50 Best Places to Live in 2024 by U.S. News & World Report.

• Learn more about Louisville

What Does a Typical Day Look Like?

Here are your primary responsibilities:

Customer Account Support

• Act as the main contact for assigned customers on order entry, status updates, delivery coordination, and issue resolution.
• Build strong, service‑focused customer relationships that promote trust and long‑term satisfaction.
• Respond quickly to customer inquiries, ensuring professional, clear, and accurate communication.

Order Management

• Manage the end‑to‑end order process—including order receipt, validation, entry, tracking, and completion.
• Monitor open orders to ensure accuracy and on‑time delivery while proactively identifying potential delays or issues.
• Collaborate with cross-functional teams (Sales, Supply Chain, Operations, Finance) to resolve problems and support customer needs.

Issue Resolution

• Investigate and resolve order discrepancies, shipment delays, inventory shortages, and billing concerns.
• Provide timely updates and solutions to customers to maintain high satisfaction levels.
• Escalate complex issues to leadership when necessary while maintaining ownership of the customer experience.

Documentation & Reporting

• Maintain accurate customer records, order details, and communication history in ERP systems.
• Ensure compliance with internal policies, service level expectations, and quality standards.
• Support reporting activities related to order accuracy, fulfillment performance, and customer service metrics.

What is Needed to be Successful in this Role (Required Skills/Abilities):

Required Qualifications

• 2-5 years of experience in customer service, order management, supply chain, or a related field.
• Strong understanding of order fulfillment processes and customer account management.
• Excellent communication skills with the ability to manage multiple requests in a fast‑paced environment.
• Experience working with Microsoft Excel and Word.
• Strong attention to detail and problem‑solving ability.

Preferred Qualifications

• Experience in manufacturing, distribution, or similar operational environments.
• Experience using SAP is a plus.
• Familiarity with process improvement tools or methodologies (Lean, Six Sigma).