Customer Experience Specialist

Job Description

Position Summary

We are in search of a Customer Experience Specialist to join our team in Cliffside, NC. This role serves as the primary contact for assigned accounts and ensuring that their needs are met, while providing world class customer service to our Crypton Mills customers. The specialist will maintain a high level of execution, enthusiasm and service while collaborating closely internal departments such as production, logistics, planning and sales teams to mange the entire order process from start to finish, ensuring that the Crypton customer experience is best in class.

Key Responsibilities

• Serve as the dedicated liaison between the company and key accounts by developing and maintaining strong long-lasting relationships by understanding their needs are understood and addressed in a timely manner.

• Provide prompt and effective support & communication related to product orders, delivery schedules, and service inquiries.

• Coordinate with internal departments to ensure that client orders are processed accurately and delivered on time.

• Address client concerns or complaints promptly and efficiently, working with relevant teams to ensure successful resolution and continuous satisfaction.

• Maintain accurate records of client interactions and transactions within the company’s Microsoft Dynamic ERP system, ensuring all information is up to date and accessible to the team.

• Stay informed about industry trends and innovations to better service client needs and provide valuable insights.

• Work closely with sales and marketing teams to ensure the company delivers high-quality service and meets all client requirements.

• Learn Crypton’s part numbers and products to be able to assist customers with inquiries and new opportunities.

• Contribute strategies to retain and support existing clients based on their feedback and needs.

Required Qualifications and Skills:

• 3-4 years of client experience required

• Excellent written and verbal communication skills

• Professional phone and email etiquette

• High degree of competence with Microsoft Outlook, Teams, Onedrive, Word, and Excel

• Must be able to multitask and demonstrate resourcefulness

• Outstanding organizational skills

• A stable work history and a desire to learn and be part of a growing team

• Must be able to work in a fast-paced entrepreneurial environment with a positive attitude

Preferred or Desirable Qualifications and Skills:

• Experience with Microsoft Dynamics, a plus

• Experience within the textile industry, a plus

• Open and excited to learn or implement new apps and technology platforms relevant to position

• 2- or 4-year bachelor’s degree in a related field is preferred but not required

Benefits Offered

• Salary and benefits are competitive with the current market

• 401k Plan with company match

• Medical, Dental, and Vision plans, along with company-sponsored Basic Life & AD&D Insurance, Short-Term and Long-Term Disability

• Tuition assistance