ERP-Savvy Customer Experience Advisor

Smooth-On, Inc.; Macungie (Lehigh County); On-site; USD 60,000 - 85,000; Full time

Job summary

Smooth-On, Inc. seeks a Customer Experience Advisor to provide professional, accurate, and timely support to customers via phone, email, chat, and ERP tools, while handling orders and inquiries.

You’ll research history, pricing, inventory, and shipping to resolve issues, coordinate with cross‑functional teams, maintain records, and drive process improvements. Bachelor’s degree preferred; SAP/S/4HANA ERP experience and Spanish language ability are a plus.

Qualifications

• Bachelor’s degree preferred; equivalent directly relevant experience may be considered.
• Minimum of 5 years’ progressive customer service experience in a B2B, manufacturing, distribution, technical product, or order management environment.
• Hands-on ERP experience required; SAP, SAP S/4HANA, or comparable ERP/order management experience strongly preferred.
• Advanced customer service skills with experience supporting complex accounts, urgent requests, and high-pressure customer situations.
• Strong written and verbal communication skills, including the ability to de-escalate difficult conversations professionally.

Responsibilities

• Provide professional, accurate, and timely support to customers through phone, email, chat, and ERP-supported communication tools.
• Process orders, credits, account updates, inquiries, and follow-ups accurately in the ERP system and related customer service platforms.
• Research order history, pricing, inventory, billing, shipping status, and customer account details to resolve issues before escalating.
• Handle difficult customer conversations with confidence, professionalism, and accountability while protecting the customer relationship.
• Identify root causes, coordinate with sales, shipping, production, billing, and management, and follow through until resolution.
• Maintain accurate customer records, account notes, order commitments, and follow-up actions.
• Monitor account trends, urgent customer needs, recurring issues, and service risks; communicate concerns and recommended actions to the appropriate parties.
• Support billing, ECOMM, Amazon, exports, online order systems, acquisitions, customer onboarding, backup coverage, reporting, and process improvements as needed.
• Complete job tasks efficiently, timely and accurately according to SOPs, seeking guidance from a Team Leader or Manager for unfamiliar tasks.

Skills

Customer service

ERP order mgmt

SAP experience

Communication skills

Attention to detail

Cross-functional teamwork

Spanish preferred

Education

Bachelor’s degree preferred

Tools

SAP

S/4HANA

ERP systems

Job description

Smooth-On, Inc. seeks a Customer Experience Advisor to provide professional, accurate, and timely support to customers via phone, email, chat, and ERP tools, while handling orders and inquiries.

You’ll research history, pricing, inventory, and shipping to resolve issues, coordinate with cross‑functional teams, maintain records, and drive process improvements. Bachelor’s degree preferred; SAP/S/4HANA ERP experience and Spanish language ability are a plus.