Hybrid Customer Experience Specialist | Problem Solver

Tapco; Brown Deer (WI); Hybrid; USD 65,904,000 - 74,501,000; Full time

Benefits offered by this job

10 Paid Holidays

Paid Vacation and Personal Time

4 Weeks Paid Parental Leave

401K Plan with Employer Match

Short-Term Disability

Health, Vision, Dental insurance

Quarterly Company Events

Committee involvement

Job summary

TAPCO is hiring a Customer Experience Specialist for a hybrid role in Brown Deer, WI. The position focuses on end-to-end post-order support and acts as the central contact for customers, coordinating resolution and keeping clients informed through delivery and follow-up.

The role reports to the Customer Operations Manager. Candidates should have customer service experience, familiarity with CRM/ERP systems, and strong communication skills. TAPCO offers competitive benefits and room for growth.

Qualifications

• Two or more years of experience in customer service, customer support, order support, 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 in business, communications, supply chain, or related field preferred.

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 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, RMAs, and warranty inquiries per company policies.
• Identify risks to customer experience and escalate to Manager.
• Identify trends and opportunities for process improvement.

Skills

Communication

Problem solving

Attention to detail

Multitasking

De-escalation

Independence

MS Office

CRM/ERP

Continuous improvement

Education

High school diploma

Associate degree

Bachelor’s degree

Tools

CRM/ERP

Job description

TAPCO is hiring a Customer Experience Specialist for a hybrid role in Brown Deer, WI. The position focuses on end-to-end post-order support and acts as the central contact for customers, coordinating resolution and keeping clients informed through delivery and follow-up.

The role reports to the Customer Operations Manager. Candidates should have customer service experience, familiarity with CRM/ERP systems, and strong communication skills. TAPCO offers competitive benefits and room for growth.