<p>Position Summary: The Customer Experience Specialist is a key business team member who provides potential and existing customers with exceptional service. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer service and brand awareness.</p> <p>Core Responsibilities & Position Overview:</p> <ul> <li>Order management for one of the end markets within the Nylon division: Automotive & Processing, Carpet (textile and turf), Specialty Industries and Packaging. Account support, issue resolution, and day-to-day client communications. </li><li>Manage the end-to-end order-to-cash (O2C) process, ensuring accurate order entry, timely fulfillment, invoicing, and payment coordination in collaboration with supply chain and commercial team. </li><li>Collaborate and interface with commercial teams to have an in-depth understanding of the customers and their market. </li><li>Actively engage in discussions with customers and the commercial organization to contribute to business growth and profitability. Required one in person customer visit annually. </li><li>Identify recurring customer pain points and proactively recommend improvements to processes, systems or communication flows. </li><li>Assist account managers as needed with customer support. Share best practices across the organization to accelerate business growth. </li><li>Drive continuous improvement initiatives and foster cross-functional collaboration to enhance operational efficiency and service delivery. </li><li>Master Data Management. </li><li>Process and input formula PCRs into Dynamics, ensuring data accuracy, compliance with company standards, and timely communication with relevant departments. </li><li>Resolve issues beyond your core responsibilities, with the expectation to continuously improve. </li><li>Anticipate customers' needs and take proactive appropriate actions to exceed expectations, using your knowledge of the carpet business and our customers. </li><li>Champion change while embracing digital solutions and driving process automation. </li><li>Where feasible, drive financial results for the enterprise and proactively identify opportunities for cost savings. </li><li>You will be a champion for digital tools and approaches. The ability to identify and implement digital solutions will be an essential skill for success. You will engage customers and promote digital tools and resources to enable self-service and to improve engagement with our customers. </li><li>Develop and maintain customer "Story Book" with account manager and other relevant departments. </li><li>Other responsibilities as assigned. </li></ul> <p>Required Skills & Qualifications:</p> <ul> <li>High School Diploma. </li><li>5+ years in customer service role. </li><li>3+ years' experience in chemical manufacturing production and product life cycle preferred. </li><li>Excellent verbal and written communication for interacting with customers professionally and clearly. </li><li>Proficiency with CRM & ERP systems, specifically SAP or similar tools for managing customer interactions and transactions. Experienced user in Microsoft Office Suite, specifically Excel. </li><li>Process Improvement: Identify inefficiencies and suggesting or implementing solutions to improve service quality. </li><li>Empathy & Active Listening: Ability to understand and address customer concerns with care and urgency. </li><li>Problem-Solving: Skilled in resolving issues efficiently, often under pressure, while maintaining a customer-focused approach. </li><li>Work independently, be an initiative-taker, high attention to details, and lead change in a team setting. </li><li>Exhibit strong time management, organizational skills, and organization capabilities. </li></ul> <p>The hourly rate for this position is minimum $26.90 - maximum $32.88</p>