Customer Experience Specialist

Job Description

Job Description

We are looking for a Customer Experience Specialist to support parts-related customer interactions for a machinery manufacturing operation in Bangor, Michigan. This Long-term Contract position centers on delivering timely order support, coordinating availability updates, and helping customers navigate urgent and routine parts needs with professionalism. The role combines customer service and inventory-focused coordination, requiring strong communication, system navigation, and close partnership with internal planning teams. This role is 100% onsite, M-F, 8am-5pm.

Responsibilities:

• Process customer parts orders accurately and maintain clear documentation within internal systems.

• Monitor open orders and provide customers with timely updates on status, delays, and expected availability.

• Coordinate with planning and supply teams to help fulfill requests, including locating inventory across multiple facilities when needed.

• Respond to expedited requests and urgent inquiries with a high level of professionalism and follow-through.

• Prepare and communicate parts availability information and quotations to support customer purchasing decisions.

• Review order backlogs and proactively reach out to customers when timelines change or items become past due.

• Use online portals and internal platforms to track inventory, confirm order details, and share accurate information with customers.

• Support global parts activity by assisting domestic and international customers with order-related questions and shipment coordination.

• Previous experience in customer service, customer success, or order support within a manufacturing, parts, or inventory-driven environment.
• Proficiency with Microsoft Office applications, with particular strength in Excel for tracking and follow-up activities.
• Ability to work comfortably across browser-based tools, email communication, and system-driven order management platforms.
• Experience handling time-sensitive requests while maintaining accuracy, responsiveness, and a customer-focused approach.
• Strong written and verbal communication skills, including the ability to assist frustrated customers in a detail-oriented manner.
• Familiarity with ERP systems such as Epicor is preferred.
• Understanding of parts availability, inventory coordination, or international shipment support is a plus.