Customer Experience Specialist

Customer Experience Specialist

Purpose of role:. The Customer Experience Specialist-Escalation Management position is responsible for making decisions to resolve escalated customer order issues. This role requires critical thinking and proactive problem-solving to investigate and address complex challenges. The Customer Experience Specialist works closely with customers to close the escalation loop, ensuring timely, effective solutions while maintaining the highest standards of customer satisfaction and experience. The role also involves driving improvements in processes and performance metrics to enhance overall service delivery.

Main Tasks and Responsibilities:

• Manage escalated customer issues related to orders, service delivery, and critical customer concerns.
• Conduct thorough investigations into escalated matters, identifying root causes and implementing effective solutions.
• Maintain clear, timely communication with customers to ensure their concerns are fully resolved and the escalation loop is closed.
• Collaborate with internal teams, including Operations, Sales, and Customer Support, to coordinate solutions for escalated issues.
• Track and monitor key performance indicators (KPIs) such as resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
• Accurately document escalated issues and resolutions, providing regular reports and insights on trends and areas for improvement.
• Identify recurring customer issues and suggest process improvements to reduce escalations and enhance customer experience.
• Handle urgent and high-priority escalations with a sense of urgency, ensuring timely and satisfactory resolution.
• Develop and share best practices for resolution management to ensure consistent and high-quality service delivery.
• Proactively drive customer satisfaction by ensuring escalations are handled with the utmost care and attention.
• Provide feedback to leadership on patterns and trends in escalations, contributing to strategic decision-making.
• Maintain up-to-date expertise in products and services to provide accurate, effective customer solutions.
• Other duties as assigned

Education and Skillset:

• Bachelor’s Degree or 5 equivalent years of experience in Customer Support, Account Management or Order Management
• 5-7 years of experience in customer support, escalation management, or customer experience roles, with a demonstrated ability to resolve complex issues and improve customer satisfaction.
• 2+ years SAP or other ERP experience
• Knowledge and Expertise of Production, Distribution and Transportation
• Driven, self-motivated, and results oriented
• Skilled at managing difficult or emotionally charged customer situations, demonstrating patience, empathy, and a commitment to finding mutually beneficial solutions.
• Strong ability to manage multiple priorities, urgent issues, and time-sensitive escalations while maintaining attention to detail.
• Ability to