Customer Experience Specialist II

Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better.  Join the team and become part of our family!

Charter Steel is hiring a Customer Experience Specialist II!

The Customer Experience Specialist will provide an exceptional customer experience and act as a liaison between the customers and the manufacturing operation to ensure accurate and timely delivery of orders and maintain exceptional customer satisfaction.

What we're looking for:

• Associates Degree or three years of experience in a customer facing role (sales, customer service, or marketing).
• Two years’ experience using ERP systems/company database systems and entering and managing orders.
• A track record of partnering with Sales and customers to increase customer dependency, customer satisfaction and overall customer success.
• Skilled in prioritizing highest critical tasks and an ability to plan steps to achieve objectives.
• Ability to solve problems and make sound decisions within set parameters.
• Excellent verbal and written communication skills requiring tact and discretion.
• Demonstrated customer experience management to handle multiple tasks simultaneously in a fast-paced environment.
• Strong analytical skills to gather data from multiple sources and report findings.
• Strong interpersonal and relationship building skills.
• Proficient in the advanced features of Microsoft Office software products; specifically excel and the ability to do customized reporting.

Preferred experience:

• Bachelor’s degree or an equivalent combination of education and experience.
• Three plus years of related industry experience in customer experience, inside sales, or customer support role.
• Experience with CRM tools and practices.
• Experience managing customer service needs within defined customer experience framework.
• Experience with metric-based customer experience processes and management. Track record of over-achieving quota.
• Experience in forecasting software.
• Led or have participated in customer experience enhancement initiatives.
• Has a desire to pursue a career path in sales or marketing.
• Ability to understand and navigate effectively through an Oracle ERP system, query software, and customer portals.
• History of interacting directly with customers.
• Willingness to travel up to 10%.

What you'll focus on:

• Help the business leverage more business intelligence and analytics in our customer experience processes.
• Provide the highest level of customer experience by accommodating customer needs.
• Develop strong working relationships and collaborate/work with other functional areas of the business to meet customer requirements.
• Proactively support the entire customer order/demand management process and monitor customer systems and maintain accurate information in the system for quotations, inquiries, orders, lead-times, and shipments.
• Coordinate the entire flow of orders through all functional areas. Keep all departments apprised of changes.
• Develop a strong working relationship with the Account Manager to cohesively manage the complete order fulfillment process to ensure customer satisfaction.
• Communicate directly with customers to coordinate changes in demand and monitor order availability.
• Resolve customer concerns and issues.
• Once product is released, coordinate shipments with logistics to ensure material is delivered on time.
• Develop a working knowledge of the business’s manufacturing capabilities and product offerings.
• Manage customer forecasts and releases to meet customer requirements by monitoring internal inventory levels to ensure on time delivery.
• Create and distribute performance reports to customers on a regular basis to continuously work on improving program performance measures.

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We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO).