Customer Experience Specialist

Customer Experience Specialist

Why Join Us? 
At LBB Specialties, we are dedicated to empowering innovation, building meaningful relationships, and fostering an environment where every team member can thrive. As part of our team, you will work alongside industry experts, contribute to impactful projects, and help drive our company forward in the chemical distribution space. Join us as we bring innovation and growth to the forefront of our industry.

Your Impact 
As a Customer Experience Specialist, you will play a vital role in supporting the company’s overall mission to deliver exceptional service and build lasting customer relationships. Your efforts will directly contribute to our company’s success by increasing operational efficiency & customer satisfaction. With proactive communication, responsiveness & attention to detail, this will cultivate trust & loyalty amongst our customers, which is essential to sustaining long-term growth.

Key Responsibilities

1. Order Processing & Customer Communication

• Process all types of customer orders accurately and promptly.

• Provide clear and timely updates to customers regarding order status, estimated timelines, delays, and costs.

• Track open orders daily to ensure timely delivery, resolution of any issues & customer satisfaction.

• Allocate inventory to orders based on FIFO (First In, First Out) method by reviewing inventory levels at our Distribution Centers (DCs) and third-party logistics (3PL) partners.

• Maintain detailed records in P21 and SharePoint to ensure up-to-date information is available for various departments and customer inquiries.

• Address customer inquiries related to products, service information, documentation requirements, order fulfillment, and shipment tracking.

• Handle changes, returns, and cancellations of orders, ensuring clear communication with relevant teams.

• Process shipment confirmations to close orders and invoice once the order has shipped.

2. Cross-Departmental Collaboration & Support

• Support assigned Sales Representatives and communicate regularly for alignment.

• Investigate and resolve order discrepancies reported by customers or sales.

• Collaborate with Logistics to coordinate shipments.

• Work closely with Accounting to resolve credit and billing issues.

• Partner with the Commercial Team and Pricing Analyst to address pricing and product availability concerns.

• Communicate with Purchasing/Inventory team to obtain updates on purchase orders.

• Ensure customer satisfaction by maintaining ongoing communication with all departments

3. Additional Responsibilities

• Assist the Customer Experience Manager with special projects as assigned.

• Identify opportunities for operational process improvements to enhance customer service and internal efficiency.

• Meet company-based metrics to ensure customer excellence.

What You’ll Bring

• Bachelor’s degree preferred, 3+ years of related experience.

• Demonstrated expertise in problem solving, critical thinking and analytics.

• Strong understanding of computer skills including (Microsoft Outlook, Excel, Word, PowerPoint) and ability to quickly learn P21, SharePoint, Power BI, and other software.

• Excellent communication skills, attention to detail, organizational and time management skills, a customer focused mind-set and team player with a collaborative attitude.

• A proactive, results-driven approach with the ability to work both independently and collaboratively.

Why You’ll Love Working Here

• Competitive Benefits: Comprehensive healthcare, 401(k) matching, and more.

• Flexible Work Environment: Hybrid and remote work options within the U.S.

• Professional Development: Access to learning opportunities & resources to grow in your career.

• Inclusive Culture: Be part of a diverse, collaborative, and supportive team.

• Industry-Leading Impact: Work with top brands in a dynamic field and contribute to meaningful growth.

Additional Information

• Location: Norwalk

• Travel: None

• Work Authorization: Must be able to show evidence of authorization to work in the U.S. without employer sponsorship.

EEO Statement 
LBB Specialties is committed to providing equal employment opportunities for all employees and applicants, celebrating diversity, and fostering a supportive, harassment-free work environment.

Disclaimer 
This job description is not exhaustive and may be subject to change or additional responsibilities based on business needs.