Customer Experience Partner

Essential Job Functions

• Align with and embrace Smooth-On’s 4 Pillars: Civility, Accuracy, Safety and Productivity;
• Willing to work with others in team;
• Provide professional, accurate, and timely support to customers through phone, email, chat, and ERP-supported communication tools;
• Process orders, credits, account updates, inquiries, and follow-ups accurately in the ERP system and related customer service platforms;
• Research order history, pricing, inventory, billing, shipping status, and customer account details to resolve issues before escalating;
• Handle difficult customer conversations with confidence, professionalism, and accountability while protecting the customer relationship;
• Identify root causes, coordinate with sales, shipping, production, billing, and management, and follow through until resolution;
• Maintain accurate customer records, account notes, order commitments, and follow-up actions;
• Monitor account trends, urgent customer needs, recurring issues, and service risks; communicate concerns and recommended actions to the appropriate parties;
• Support billing, ECOMM, Amazon, exports, online order systems, acquisitions, customer onboarding, backup coverage, reporting, and process improvements as needed. (Is the ultimately the same as the CSR position where they “learn” other jobs or is the intent they will support them differently? I like this description because it is a little broader.);
• Complete job tasks efficiently, timely and accurately according to SOPs (Standard Operating Procedures), job aids and based on job function;
• Seek guidance from a Team Leader or Manager before performing an unfamiliar task or assignment;
• Practice civility in all aspects of your job by listening, hearing and working together with co-workers, vendors and managers and by resolving issues respectfully and professionally in a civil manner;
• Continually practice safety procedures and policies to protect yourself, others and company owned property;
• Comply with company rules, policies and procedures;
• Maintain work area (e.g., materials, stock areas, desks, floors, shelves, counters, etc.) in a safe, clean, organized, and efficient manner;
• Work overtime as necessary;
• Demonstrate reliable attendance, limited lateness or call outs;
• Must have reliable transportation to and from work;
• Willingness to learn other jobs;
• All other duties as assigned.

Knowledge, Skills and Abilities

• Advanced customer service skills with experience supporting complex accounts, urgent requests, and high-pressure customer situations;
• Strong ERP/order management system experience, including accurate entry, research, correction, and interpretation of customer, order, billing, inventory, and shipping data;
• Excellent problem-solving skills with the ability to investigate issues, identify root causes, recommend solutions, and follow through independently;
• Strong written and verbal communication skills, including the ability to de-escalate difficult conversations professionally;
• High attention to detail, accuracy, urgency, follow-through, and accountability;
• Ability to prioritize competing demands, make sound decisions, and work effectively with cross-functional teams;
• Comfortable working with reports, metrics, order status information, customer trends, and process documentation;
• Ability to speak Spanish preferred.

Experience and Education

• Bachelor’s Degree preferred; equivalent directly relevant experience may be considered; and,
• Minimum of 5 years’ progressive customer service experience in a B2B, manufacturing, distribution, technical product, or order management environment; and,
• Hands-on ERP experience required; SAP, SAP S/4HANA, or comparable ERP/order management experience strongly preferred; and,
• Proven ability to resolve escalated customer issues, manage difficult conversations, research discrepancies, and coordinate cross-functional solutions; or,
• Equivalent combination of education and experience.

The Customer Experience Partner is a key customer-facing role responsible for delivering accurate, responsive, and professional support to internal and external customers. This position requires a high-performing Customer Experience Partner with strong ERP experience, sound judgment, ownership of complex customer issues, and the ability to resolve difficult conversations with confidence, urgency, and professionalism.