CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist

Customer Experience Specialist is responsible for implementing, maintaining, and optimizing radio-frequency identification systems that support inventory accuracy, asset tracking, and operational efficiency. This role troubleshoots system issues, and ensures tags, readers, and antennas perform reliably across warehouses, production areas, and customer sites. The specialist collaborates with Operations, IT, Customer Service, and Sales to support new account setups, resolve read-rate or data-flow problems and ensure seamless integration with ERP or WMS platforms. They analyze system data to identify trends, improve workflows, and support the expansion of RFID programs as the business grows. They communicate with customers when material is needed, obtain purchase orders from customers, and enter replenishment orders. Perform on-site inventory counts at customer accounts.

Key Responsibilities

• Manage RFID middleware and ensure accurate data flow into ERP/WMS systems (e.g., SAP, VAI S2K, Oracle, NetSuite).
• Monitor system performance, logs, and exception reports to ensure data integrity.
• Collaborate with IT to maintain network connectivity, device firmware, and security protocols.
• Assist Sales and Customers with RFID requirements for new or existing accounts.
• Work directly with customers to resolve compliance issues, read-rate problems, or data-mapping discrepancies.
• Coordinate with RFID hardware and software vendors for support, upgrades, and warranty claims.
• Coordinate with customers when product replenishment is needed, obtain purchase order from customer, and enter their replenishment order.
• Weekly on-site inventory counts at top customer account. Normally every Monday.
• Monthly on-site inventory counts at specific consignment accounts.

Required Qualifications

• Hands-on experience with RFID systems (UHF EPC Gen2 preferred).
• Familiarity with RFID hardware such as Zebra, Impinj, Alien, SATO, or similar.
• Understanding of networking basics (TCP/IP, Wi-Fi, device connectivity).
• Experience with ERP or WMS platforms and data-integration workflows.
• Strong analytical and troubleshooting skills.
• Ability to work in warehouse, production, and customer environments.

Preferred Qualifications

• Experience with SAP, VAI S2K, or similar ERP systems.
• Knowledge of label printing, barcoding, and serialization.
• Understanding of RF physics, antenna tuning, and interference mitigation.
• Experience supporting distribution, manufacturing, or logistics operations.
• Project management or vendor-coordination experience.
• Familiarity with consignment programs and multi-location stock management.

Skills & Competencies

• Technical problem solving
• Attention to detail
• Cross-functional communication
• Customer-centric mindset
• Process improvement
• Documentation and training
• Time management and prioritization
• Collaborative approach, working effectively with Sales, Operations, and other internal teams.
• Intermediate to advanced Excel skills (VLOOKUP/XLOOKUP, pivot tables, data cleanup).
• Ability to create and interpret reports, dashboards, and customer trend analyses.

Physical Requirements

None

Work Environment

• Hybrid Most days in office except when conducting on-site inventory counts.
• Weekly local travel to customer accounts.

Schedule / Hours

• Full-time
• 8:00 AM 4:30 PM (half hour lunch break)

Compensation & Benefits

• Salary Range: $50,000 $52,000
• Employees are eligible for a comprehensive benefits package, subject to plan terms, conditions, and applicable waiting periods, including:
• Medical, Vision, and Dental coverage
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• Company-Paid Benefits, including:
• Life Insurance & Accidental Death & Dismemberment (AD&D)
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Voluntary Benefits:
• Additional Term Life and AD&D coverage available at group rates for employees and eligible family members
• 401(k) plan (eligibility based on plan terms)
• Paid Time Off:
• Vacation: Two (2) weeks annually, accrued per pay period
• Paid Holidays: Company-designated holidays
• Sick Time: Five (5) days annually, pro-rated based on start date