Customer Experience Specialist

Customer Experience Specialist

The Baerlocher group of companies is one of the world's leading additive suppliers, drawing on experience from more than 200 years of company history. We are known as a leading producer of additives developed for the processing of PVC and SPA products. The company provides solutions for window profiles, pipes, cables, floorings, foils, films and many other applications with a focus on offering a wide range of innovative additives that meet the highest requirements in terms of efficiency, sustainability, and finished product quality.

The Customer Experience Specialist plays a critical role in ensuring customers receive accurate, timely, and reliable fulfillment by proactively managing order execution, maintaining SAP data accuracy, and driving strong communication across Customer Experience, Operations, Sales, Supply Chain, and Shipping.

This role shifts the customer service department from a reactive, transactional model to a proactive, operationally strong customer experience function. The position directly impacts On?Time Delivery (OTD), customer satisfaction, and internal efficiency by ensuring order accuracy, preventing shipment delays, and maintaining high?quality data in SAP.

The role supports the broader Customer Experience infrastructure by improving processes, enhancing data integrity, enabling accurate forecasting, and ensuring that customers have clear, timely communication regarding order status and potential risks.

Duties/Responsibilities:

• Strategic & Proactive Operations (50%)
  • Build and maintain strong relationships with customers, suppliers, and internal stakeholders.
  • Serve as the primary point of contact for customer inquiries, ensuring responses are timely, accurate, and professional
  • Drive the Proactive Order Management Process, including daily review of SAP sales orders, delivery blocks, availability risks, and factors impacting OTD.
  • Ensure accurate, complete sales orders in SAP, including pricing, material numbers, and delivery parameters.
  • Maintain and improve OTD performance by identifying at?risk orders early and coordinating cross?functional actions.
  • Participate in weekly Account Manager Demand Reviews to reconcile order patterns, forecast signals, and customer changes to improve forecast accuracy and impact to business
  • Govern Promise Date Accuracy to make sure customers receive realistic, reliable dates and updates.
  • Provide proactive communication to customers and internal teams when orders shift, risks arise, or alternatives are required.
  • Partner with Supply Chain and Shipping to maintain a 72?hour ship readiness process, ensuring products, documents, and carriers are prepared before ship dates.
• Execution & Customer Communication (50%)
  • Ensure order accuracy and data integrity across SAP order stages (order entry, confirmations, material availability, scheduling, and delivery creation).
  • Communicate proactively with customers and Account Managers about order status, delivery timing, risks, delays, and alternatives.
  • Ensure all interactions, escalations, and updates are properly documented according to company standards.
  • Support process improvements that strengthen the overall Customer Experience infrastructure, including order accuracy, data quality, automation, communication flows and forecast accuracy
  • Automation, Digital Tools & SAP Enablement
    • Use M365 Copilot, AI prompts, and automation to reduce manual tasks and improve accuracy in communication and reporting.
    • Enhance Power Automate workflows, PowerBI Reports, SAP reports, and templates that improve visibility and prevent errors.
    • Identify recurring order issues and propose improvements in SAP master data, lead times, or process flow.
    • Maintain dashboards that visualize backlog health, OTD performance, order risks, and service metrics.

Required Skills/Abilities:

• Ability to foster good working relationships with customers, account managers, and other departments within the organization
• Exhibits appropriate tone in both written and oral communication with internal and external customers
• Builds partnerships with account managers, customer contacts, and other departments to meet customer needs and expectations
• Collaborates with senior customer experience specialist and customer experience manager to build and deliver solutions that meet customer needs and expectations
• Builds strong internal network across various functional groups
• Excellent verbal and written communication skills
• Proficient with the Microsoft suite of applications
• A strong work ethic with the ability to take initiative and work under pressure

Education/Relevant Industry Experience

Minimum:

• High School Diploma and 2-years relevant professional experience, or Associate degree
• Proficient with the Microsoft suite of applications

Strongly Desired:

• Working knowledge of SAP
• Experience with CRM (Customer Relationship Management) system

Physical Requirements:

• Prolonged periods of sitting at a desk

Benefits:

• Competitive base salary
• Yearly bonus
• Paid vacation
• 14 paid holidays
• Health, dental, and vision plans
• Company paid life insurance, short term disability, and long term disability
• 401(k) with company matching contribution