Customer Experience Specialist

Job Description

Job Description

Who you’ll work for…

At Palermo’s, pizza is more than a product. It is part of a family tradition that started generations ago when Papa Palermo brought cherished Sicilian recipes to America. Today, that passion continues as we create high quality pizzas that are enjoyed across the country.

We are proud to be a leader in private label frozen pizza and contract manufacturing. Our success comes from a culture built on collaboration, accountability, and a shared commitment to delivering exceptional customer experience. Our team members take pride in the work they do, the products we create, and the relationships we build with our customers and each other. If you enjoy working in a entrepreneurial environment where teamwork, problem solving, and customer service matter, you will feel at home at Palermo’s.

Perks…

• 20 free pizzas every month
• Competitive compensation and comprehensive benefits package
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Opportunities for growth and development
• A collaborative, team-oriented culture where your contributions matter

Where you’ll work…

Palermo's, located in Milwaukee, Wisconsin, is a state-of-the-art manufacturing facility in the Menomonee River Valley. Our operations include an on-site bakery producing our signature pizza crusts, advanced packaging technology, and a 24-hour distribution operation that supports customers across the country.
Our Customer Experience team plays a critical role in ensuring our customers receive exceptional service and a seamless ordering experience.

When you’ll work…

Typical hours are Monday through Friday from 7:30 AM to 4:30 PM. This position is hybrid with typically 1-2 days in the Milwaukee, Wisconsin, Canal Street facility office and 3 days working remote.

What you’ll do…

As a Customer Experience Specialist, you will own the execution of the order-to-cash process for assigned customer accounts, ensuring accuracy, timeliness, and a high level of service.
This role requires strong ownership, attention to detail, and the ability to navigate complexity across multiple systems and stakeholders.
Responsibilities include:

• Owning assigned customer accounts across the full order-to-cash cycle, from order entry through delivery and invoicing
• Processing and validating orders (EDI and manual), ensuring alignment with customer requirements and inventory availability
• Coordinating with internal teams to ensure accurate and timely order fulfillment
• Serving as the primary point of contact for resolving complex customer issues, including pricing discrepancies, inventory challenges, and shipment issues
• Investigating root causes and driving resolution across Sales, Transportation, Warehouse, and Finance teams
• Maintaining accurate data within ERP systems (Oracle), including order, shipment, and invoicing information
• Monitoring and resolving system errors and ensuring data integrity
• Auditing pricing, contracts, and compliance with customer agreements
• Supporting continuous improvement by identifying process inefficiencies and recommending solutions
• Reviewing performance metrics such as ordering efficiency, lead time adherence, and pricing compliance

Why you’ll be successful…

• You enjoy helping customers and solving problems. You pay close attention to details and take pride in getting things right.
• You are someone who takes ownership and follows through. You don’t just process orders, you ensure they are executed correctly from start to finish.
• You are comfortable working in a fast-paced environment with competing priorities and are able to stay organized and focused without sacrificing accuracy.
• You approach problems with curiosity and accountability, working across teams to resolve issues and improve processes.
• You build strong relationships with both customers and internal partners, and people trust you to get things done.

What you’ll bring…

• High school diploma or GED required
• 5–6 years of experience in customer service, order management, or a related operational role
• Experience working in a fast-paced, cross-functional environment
• Strong attention to detail and ability to manage multiple priorities
• Effective communication and interpersonal skills
• Problem-solving skills and the ability to navigate complex situations
• Experience with ERP systems (Oracle or similar preferred)
• A proactive, ownership-driven mindset