CUSTOMER EXPERIENCE SPECIALIST

Job Description

Description:

Job Summary

The Customer Experience Specialist serves as the primary point of contact for customers and prospective customers. This role is responsible for delivering responsive, accurate, and professional service while supporting the full order process from inquiry through invoicing. The position works closely with customers, sales, product management, and operations to ensure high-quality customer experience and help maintain customer service as a competitive advantage for Phoenix Products.

Essential Duties & Responsibilities

• Serve as the first point of contact for incoming customer and prospect calls, emails, and service inquiries.
• Respond promptly to customer questions regarding pricing, lead times, product information, order status, and basic troubleshooting.
• Route technical or specialized inquiries to the appropriate internal resource when needed.
• Support the order fulfillment process from receipt of purchase order through invoicing.
• Enter customer purchase orders accurately into the system and monitor orders to support on-time shipment.
• Communicate order status, delays, and other updates proactively to customers and Phoenix Regional Sales Managers.
• Provide sales support to customers, representatives, and Regional Sales Managers in response to quote requests, product questions, and sales opportunities.
• Assist with custom product and application inquiries by leveraging internal resources to provide timely and accurate information.
• Handle customer service, warranty, and technical issues within established authority levels, escalating as appropriate.
• Help maintain pricing accuracy and consistency across distribution channels.
• Refer sales leads to the appropriate distribution partner, Regional Sales Manager, or Quotations Manager.
• Coordinate with Regional Sales Managers, Product Managers, and Production on custom or complex requests, questions, and orders.
• Procure and maintain documentation related to Duty Drawback, as applicable.
• Provide general support to Regional Sales Managers as needed.
• Perform other duties as assigned.

Qualifications

• Associate’s Degree or Bachelor’s Degree preferred; equivalent relevant experience may be considered.
• 1–3 years of customer service, customer support, inside sales support, or order management experience.
• Strong organizational skills and attention to detail.
• Strong verbal and written communication skills.
• Professional, customer-focused approach with a commitment to delivering excellent customer experience.
• Ability to manage multiple priorities and respond effectively in a fast-paced environment.
• Experience with ERP and CRM systems is a plus.
• Proficiency in Microsoft Office applications.