CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist

The Customer Experience Specialist (RFID Programs) is responsible for delivering exceptional customer support and operational accuracy for accounts utilizing radio-frequency identification (RFID) systems. This role serves as the primary customer contact for RFID-enabled programs, ensuring reliable system performance, accurate replenishment workflows, and seamless communication between customers, Operations, IT, and Sales. The specialist supports both existing RFID installations and new implementations, helping customers maintain inventory accuracy, asset visibility, and operational efficiency.

Additionally, the Customer Experience Specialist performs on-site inventory counts, supports field service activities, and ensures a high level of customer satisfaction through proactive issue resolution, clear communication, and strong account coordination.

Key Responsibilities

• Customer Support & Issue Resolution — Respond to customer inquiries via phone, email, and digital channels; resolve issues quickly and professionally; ensure customers receive accurate information and timely follow-up.
• Order & Account Management — Coordinate with customers when RFID product replenishment is needed. Enter, track, and manage orders; coordinate shipping updates, backorders, product availability, and billing questions.
• ERP/CRM Utilization — Use systems such as SAP, S2K, Salesforce, or similar platforms to enter orders, create quotes, update account details, and maintain accurate customer records.
• Cross-Functional Collaboration — Partner with Sales, Operations, Finance, and Leadership to address service gaps, margin concerns, product questions, and customer-specific requirements.
• Process Improvement & Feedback Analysis — Track customer trends, recurring issues, and service feedback; recommend improvements to workflows, communication, and customer-facing processes.
• Team Support & Culture Contribution — Assist colleagues, support training, share best practices, and contribute to a consistent, high-performance service environment.
• Weekly on-site inventory counts at top customer account. Normally every Monday.
• Monthly on-site inventory counts at specific consignment accounts.

Required Qualifications

• Experience in customer service, account management, order processing, or related operational support roles.
• Strong communication skills with the ability to convey information clearly, professionally, and with empathy.
• Proficiency with ERP/CRM systems (SAP, S2K, Salesforce, or similar).
• High attention to detail and accuracy in data entry, documentation, and follow-through.
• Ability to manage multiple priorities, meet deadlines, and stay organized in a fast-paced environment.
• Problem-solving mindset with the ability to analyze issues and identify effective solutions.
• Comfortable collaborating across departments and working within structured processes.

Preferred Qualifications

• Experience in distribution, manufacturing, or technical product environments.
• Familiarity with flexographic printing supplies, order-to-cash workflows, or inventory management.
• Advanced proficiency in SAP or S2K ERP systems.
• Experience supporting margin-sensitive accounts or specialized customer programs (e.g., consignment, RFID).
• Strong analytical skills with the ability to interpret customer trends and recommend improvements.
• Prior involvement in process improvement, continuous improvement, or customer experience initiatives.
• Experience supporting consignment, vendor-managed inventory (VMI), or customer-specific replenishment programs.

Skills & Competencies

• Technical problem solving
• Attention to detail
• Cross-functional communication
• Customer-centric mindset
• Process improvement
• Documentation and training
• Time management and prioritization
• Collaborative approach, working effectively with Sales, Operations, and other internal teams.
• Intermediate to advanced Excel skills (VLOOKUP/XLOOKUP, pivot tables, data cleanup).
• Ability to create and interpret reports, dashboards, and customer trend analyses.

Physical Requirements

None

Work Environment

• Hybrid – Most days in office except when conducting on-site inventory counts.
• Weekly local travel to customer accounts.

Schedule / Hours

• Full-time
• 8:00 AM – 4:30 PM (half hour lunch break)

Compensation & Benefits

• Salary Range: $50,000 – $52,000
• Employees are eligible for a comprehensive benefits package, subject to plan terms, conditions, and applicable waiting periods, including:
• Medical, Vision, and Dental coverage
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• Company-Paid Benefits, including:
• Life Insurance & Accidental Death & Dismemberment (AD&D)
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Voluntary Benefits:
• Additional Term Life and AD&D coverage available at group rates for employees and eligible family members
• 401(k) plan (eligibility based on plan terms)
• Paid Time Off:
• Vacation: Two (2) weeks annually, accrued per pay period
• Paid Holidays: Company-designated holidays
• Sick Time: Five (5) days annually, pro-rated based on start date