Customer Experience Specialist

Job Description

Job Description

FMI is seeking a Customer Experience Specialist with experience supporting customers and coordinating orders. As part of our Customer Experience team, you will own relationships with assigned customer accounts and help their products progress from purchase order through manufacturing and shipment. The ideal candidate will excel in managing and processing orders, collaborating with internal teams, and proactively addressing customer needs to enhance overall satisfaction. Working with Planning, Production, Quality, and Shipping, you will maintain accurate order information, resolve concerns, and follow through on delivery commitments.

Key Responsibilities

• Manage customer orders from purchase order receipt through shipment, including accurate ERP entry, order changes, status tracking, and follow-up on delivery commitments.
• Create and maintain item numbers and bills of materials (BOMs). Confirm product requirements and specifications, document approved changes, and follow standard operating procedures and work instructions.
• Coordinate with Planning, Production, Quality, and Shipping to manage competing priorities, address obstacles, and support timely fulfillment that meets customer requirements.
• Take ownership of customer questions and concerns, follow agreed actions through resolution, and escalate issues that require additional support or approval.
• Communicate accurate order updates, production dates, and potential delays. Verify information before making commitments and set realistic expectations.
• Develop customer relationships by understanding business priorities, product requirements, and future needs. Share opportunities for additional business with Sales.
• Use customer feedback to improve service processes, prevent recurring issues, and contribute to Customer Experience improvement initiatives.

Qualifications & Requirements

Education: High school diploma or equivalent required; an Associate’s or higher degree in Business, Marketing, Sales, or Supply Chain Operations is a plus.

Experience: 1 to 3 years supporting business customer accounts or managing customer orders. Experience in manufacturing, contract packaging, distribution, or supply chain operations is preferred.

Technical Proficiency:  

• Customer purchase orders: verify quantities, dates, and product details, and review order and inventory status.
• Intermediate Microsoft Excel skills, including sorting, filtering, basic formulas, and preparing order status reports.
• Proficiency in Microsoft Word and Outlook, with the ability to organize electronic records and collaborate through shared document platforms.
• Ability to learn manufacturing systems and work accurately with item numbers, BOMs, and product specifications.
• Experience with SyteLine or a comparable manufacturing ERP system is preferred.
• CRM system experience is a plus.

Skills & Competencies:  

• Accuracy and organization: Review information carefully, identify inconsistencies, maintain clear records, and follow established procedures. Ask questions when requirements are incomplete or unclear.
• Ownership and problem solving: Prioritize competing customer needs, anticipate risks, and follow actions through resolution. Exercise sound judgment within established authority and escalate concerns promptly.
• Customer relationships and communication: Listen to customer needs, set realistic expectations, and communicate clearly and professionally. Collaborate across teams and adapt to changing priorities. Handle difficult conversations with confidence and respect.

Core Values & Culture Fit

Our team operates on a foundation of integrity, teamwork, and relentless problem-solving. The ideal candidate should embody the following values:  

• Customer-Centric Mindset: Act as the customer’s eyes, ensuring quality at every step.
• Collaboration & Respect: Foster an inclusive and encouraging work environment.
• Proactive & Solution-Oriented: Always seeking improvements and problem-solving efficiently.
• Accountability & Ownership: Taking full responsibility for commitments and actions.
• Passion & Dedication: Bringing energy and enthusiasm to work every day.

Affirmative Action/EEO statement

FMI is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice upon request.