Customer Experience Specialist

Customer Experience Specialist

Nexeo Plastics is a leading global thermoplastic resins distributor, representing quality products from world-class suppliers, and serving a diverse customer base across North America, Latin America, Europe, Middle East, Africa, and Asia. From material selection to supply chain and inventory solutions, we go beyond traditional logistics to provide value-added services across many industries, including automotive, healthcare, packaging, wire and cable, 3D printing and more. Our people, our passion, our global reach, and our technology platform allow us to create unique ways to reduce complexity in your business, identify efficiencies, and unlock value for suppliers and customers. Nexeo Plastics facilities are ISO 9001 certified. We diligently observe a commitment to quality in all of our practices and adhere to a defined quality policy.

The Customer Experience Specialist plays a critical role in delivering best-in-class service by managing the end-to-end order-to-delivery process. This position is responsible for ensuring an exceptional customer experience through proactive communication, strong relationship management, and seamless coordination across internal global teams. The role supports company objectives related to safety, compliance, financial performance, inventory control, and customer satisfaction.

Key Responsibilities

• Order Management
• Manage assigned customer accounts and orders to ensure timely, accurate delivery.
• Monitor inventory availability, order status, and delivery timelines; proactively communicate updates, delays, or changes.
• Collaborate with internal teams (e.g., procurement, materials management, credit, and operations) to resolve issues and expedite orders when necessary.
• Maintain and manage SAP SOMR (Sales Order Management Report).
• Other tasks as assigned 5% travel or less
• Customer Experience
• Deliver a consistently positive and professional customer experience, contributing to improved customer satisfaction metrics.
• Build and maintain strong relationships with customers and internal stakeholders.
• Partner with sales teams to support business growth, share customer insights, and identify opportunities for improvement.
• Provide proactive communication regarding order status, pricing changes, product availability, and allocations.

Core Competencies

• Strong customer focus with a commitment to service excellence
• Effective problem-solving and decision-making skills
• Proactive, detail-oriented, and highly organized
• Ability to work independently and manage multiple priorities
• Adaptable and supportive of change and process improvements
• Professional communication and interpersonal skills
• Team-oriented with a positive, collaborative approach
• Demonstrated accountability and strong work ethic

Minimum Qualifications

• Associate degree or equivalent relevant work experience
• Proven experience in a B2B customer service or support role
• Experience managing order-to-delivery processes in a fast-paced environment
• Ability to collaborate effectively across global teams and functions
• Strong time management and prioritization skills
• Proficiency in Microsoft Office (Outlook, Excel, Teams, PowerPoint)
• Experience with SAP or other ERP systems; Salesforce experience preferred
• Industry experience in distribution, chemicals, plastics, or related fields is a plus
• Excellent verbal and written communication skills
• Strong attention to detail and critical thinking abilities

Nexeo Plastics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Additionally, Nexeo Plastics participates in the E-Verify program to ensure employment eligibility of newly hired employees where required.