Senior Regional Customer Experience Lead - Hybrid

Fellowes Brands; Itasca (IL); Hybrid; USD 37,000 - 41,000; Full time

Benefits offered by this job

Hybrid schedule

Training Fridays in office

Job summary

Fellowes Brands in Itasca, IL seeks a Senior Customer Service Specialist, Interiors to act as the primary relationship owner for customers, dealers, and sales partners in the region. You will collaborate with a nearby Customer Experience Specialist to ensure exceptional service, handle complex orders, and navigate escalations while balancing customer needs with business goals.

You will work in a hybrid environment with in-office Mondays through Thursdays and remote Fridays, with occasional

Qualifications

• 2+ years in customer experience, order management or customer-facing role.
• Strong CRM and relationship-building skills across multiple stakeholders.
• Excellent written and verbal communication; able to handle difficult conversations.

Responsibilities

• Own regional customer relationships with customers, dealers, and sales partners.
• Collaborate with Customer Experience Specialist to ensure exceptional regional service.
• Manage high volume of interactions, prioritizing complex issues and escalations.
• Guide issues to resolution with proactive, solutions-focused approach.
• Navigate complex orders and non-standard requests balancing customer needs and business goals.
• Lead communications during challenging situations with professionalism and urgency.
• Coordinate with sales, operations, logistics and product support to remove barriers.
• Identify process improvements to reduce customer effort and enhance experience.
• Share knowledge and support onboarding within the Customer Experience team.
• Build partnerships to strengthen loyalty and position Fellowes as a trusted partner.

Skills

Customer relationships

Communication

Problem solving

Prioritization

Attention to detail

Excel

Tools

Salesforce

NetSuite

Oracle

Job description

Fellowes Brands in Itasca, IL seeks a Senior Customer Service Specialist, Interiors to act as the primary relationship owner for customers, dealers, and sales partners in the region. You will collaborate with a nearby Customer Experience Specialist to ensure exceptional service, handle complex orders, and navigate escalations while balancing customer needs with business goals.

You will work in a hybrid environment with in-office Mondays through Thursdays and remote Fridays, with occasional