Order Experience Specialist — Customer Success

Bakelite; Louisville (KY); On-site; USD 55,000 - 65,000; Full time

Job summary

Bakelite in Louisville, KY is seeking a Customer Account Specialist to ensure a seamless order lifecycle and build strong customer relationships. You will collaborate with Sales, Supply Chain, and Operations, manage orders, resolve issues, and maintain accurate records in ERP systems.

This role emphasizes communication, attention to detail, and a proactive approach to customer satisfaction, with opportunities for growth and development.

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.
• Collaborate with cross-functional teams (Sales, Supply Chain, Operations, Finance) to resolve problems and support customer needs.
• 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.
• 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.

Skills

Customer service

Order management

Communication

Attention to detail

Problem solving

Tools

Microsoft Excel

Microsoft Word

SAP

Job description

Bakelite in Louisville, KY is seeking a Customer Account Specialist to ensure a seamless order lifecycle and build strong customer relationships. You will collaborate with Sales, Supply Chain, and Operations, manage orders, resolve issues, and maintain accurate records in ERP systems.

This role emphasizes communication, attention to detail, and a proactive approach to customer satisfaction, with opportunities for growth and development.