Customer Experience Specialist

Description

The Customer Experience Specialist supports the strategy and owns the planning and execution of customer-facing events and fulfillment activities that support Safco's sales and marketing objectives. This role provides leadership for end-to-end event operations, fulfillment processes, and vendor partnerships while delivering exceptional customer experiences and driving operational excellence. The Customer Experience Specialist collaborates cross-functionally with Sales, Marketing, Finance, Operations, and external partners to ensure seamless execution, optimize processes, and identify opportunities to improve efficiency, scalability, and customer satisfaction.

This position reports to the Manager Sales & Marketing Operations at Safco’s headquarters in New Hope, MN.

DUTIES AND RESPONSIBILITIES

• Lead the planning, project management, and execution of customer-facing events, including trade shows, regional conferences, partner events, sales meetings, and other company-sponsored events, ensuring successful delivery across all event tiers and locations.
• Direct all event logistics, internally and externally, including booth asset management, inventory, storage, freight coordination, shipping, labor orders, exhibitor services, installation and dismantle, promotional materials, and onsite operational readiness.
• Develop and maintain strong partnerships with external vendors, freight providers, exhibit partners, and promotional suppliers to ensure quality execution, budget stewardship, and adherence to company brand standards.
• Partner with Sales, Marketing, and other cross-functional stakeholders to develop event plans and oversee meeting space, product demonstrations, staffing logistics, schedules, and customer engagement activities.
• Manage customer visits to showrooms, including virtual showroom experiences, ensuring a seamless and engaging customer experience.
• Manage the appearance, functionality, and readiness of Safco-owned showrooms to ensure a best-in-class customer experience.
• Manage Safco-branded merchandise, vendor relationships, ordering, and distribution in support of customer events and marketing initiatives.
• Lead the customer sample and literature fulfillment process, ensuring timely order fulfillment, inventory accuracy, shipment coordination, and a high-quality customer experience.
• Serve as the primary point of contact for customer experience requests, providing responsive, accurate, and professional support to internal and external customers.
• Manage event budgets, vendor invoices, and post-event financial reconciliation in partnership with Finance while ensuring responsible stewardship of company resources.
• Ensure compliance with company policies, legal requirements, and ethical standards throughout event planning and execution.
• Monitor project timelines, proactively identify risks, and implement solutions to ensure successful execution of multiple concurrent projects and initiatives.
• Evaluate, develop, and implement process improvements that enhance event execution, fulfillment operations, reporting capabilities, and overall operational efficiency.
• Provide support outside of normal business hours and travel as needed to ensure successful event execution and operational continuity.
• Ability to travel up to 20% of the time.
• Other duties as assigned.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• Bachelor's degree in Marketing, Communications, Event Management, Business, or a related field, or equivalent experience
• 5+ years of experience managing trade shows, events, field marketing operations, customer experience, or fulfillment activities
• Demonstrated success independently managing multiple projects with competing priorities in a fast-paced environment.
• Experience collaborating cross-functionally with Sales, Marketing, Finance, Operations, vendors, and other business partners to achieve shared objectives.
• Strong project management, organizational, and execution skills with the ability to anticipate issues, solve problems, and deliver results.
• Experience leading fulfillment operations, order processing, inventory management, or customer experience processes that require strong operational planning and execution.
• Proven ability to build productive relationships, influence stakeholders, and communicate effectively with internal and external partners.
• Strong analytical, problem-solving, and decision-making skills with exceptional attention to detail.
• Experience managing vendor relationships and ensuring accountability for quality, timelines, and service delivery.
• Proficiency with Microsoft Office applications and experience using other systems and technology.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS

• Knowledge of the commercial furniture industry, manufacturing environment, or B2B sales organizations.

COMPENSATION & BENEFITS

The starting base salary range for this position is $66,688 - $83,361 per year. The compensation posted is the anticipated pay for the position at the time of the posting. We may pay above or below posted amount based on several factors, including, but not limited to education and/or certifications, skills, experience, or work location. Some positions may qualify for additional compensation in the form of bonuses.

At LDI, we are pleased to provide employees with a comprehensive benefits package including health/dental/vision insurance options; paid time off; 10 paid holidays; 401(k) plus company matching and annual discretionary profit sharing; flexible spending and health savings account options; life and disability insurance; tuition assistance; wellness and mental health resources, and financial advising services. Eligibility in benefit programs is based on hours worked per week.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular sitting, standing, and walking throughout the day to accomplish tasks
• Manual and finger dexterity used regularly with some repetitive finger motions
• Ability to work in front of a computer screen for long periods of time
• Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception and able to adjust focus
• Hearing and speaking
• Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.

ABOUT OUR COMPANY

Comprised of multiple companies with headquarters in New Hope, Minnesota, Liberty Diversified International (LDI) is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Mississippi, Texas, Arizona, Virginia, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products.

Since 1918, our values – Caring, Innovation, Trust and Excellence – have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior service and solutions for our customers. The LDI family of companies includes Liberty Packaging, Liberty Paper, Liberty Plastics (Custom Solutions and Quarrix Building Products) and Safco.

Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.