Senior ERP Customer Experience Specialist

DeKalb Health; Lower Macungie Township (Lehigh County); On-site; USD 50,000 - 75,000; Full time

Job summary

DeKalb Health is seeking a Customer Experience Advisor to deliver accurate, responsive, and professional support to internal and external customers. This role requires strong ERP experience, sound judgment, ownership of complex customer issues, and the ability to resolve difficult conversations with confidence, urgency, and professionalism.

The ideal candidate has 5+ years in B2B customer service in manufacturing or distribution, hands-on SAP/SAP S/4HANA experience, and excellent communication

Qualifications

• 5+ years of progressive customer service in B2B, manufacturing, distribution, or order management.
• Hands-on ERP experience required; SAP or comparable ERP preferred.
• Bachelor’s degree preferred or equivalent experience.

Responsibilities

• Provide professional, accurate, and timely support to customers via phone, email, chat, and ERP tools.
• Process orders, credits, account updates, inquiries, and follow-ups in ERP with accuracy.
• Research order history, pricing, inventory, billing, and shipping to resolve issues.
• Identify root causes and coordinate with sales, shipping, production, billing, and management to resolve.
• Maintain accurate customer records, account notes, and follow-up actions.
• Support billing, eComm, exports, online orders, onboarding, and process improvements as needed.

Skills

ERP system experience

Customer service

Problem solving

Communication skills

Attention to detail

Prioritization

Spanish language

De-escalation

Education

Bachelor’s degree preferred

Tools

SAP/SAP S/4HANA

Job description

DeKalb Health is seeking a Customer Experience Advisor to deliver accurate, responsive, and professional support to internal and external customers. This role requires strong ERP experience, sound judgment, ownership of complex customer issues, and the ability to resolve difficult conversations with confidence, urgency, and professionalism.

The ideal candidate has 5+ years in B2B customer service in manufacturing or distribution, hands-on SAP/SAP S/4HANA experience, and excellent communication