Customer Experience Specialist

About The Role:The Customer Experience Specialist at LubeCon USA LLC serves as a primary point of contact for customers, delivering a high level of service and support throughout the order lifecycle. This role is responsible for ensuring a seamless customer experience by managing inquiries, processing orders, resolving issues, and collaborating cross-functionally with internal teams. The ideal candidate is detail-oriented, responsive, and committed to accuracy and customer satisfaction in a fast-paced environment. This is a remote role, with the flexibility to work from our White Cloud, MI office if preferred. Key Responsibilities:Serve as the primary contact for customer inquiries via phone, email, and other communication channels Process and manage customer orders with a high degree of accuracy, including order entry, updates, and confirmations Maintain and update customer records, including account setup Proactively communicate order status, delays, and issue resolutions to customers Partner with internal teams (sales, operations, logistics) to ensure timely and accurate order fulfillment Investigate and resolve customer concerns, including order discrepancies, shipment issues, and billing inquiries Submit and track freight claims as needed Identify opportunities for process improvements to enhance the customer experience and operational efficiency Maintain a professional, positive, and customer-focused approach in all interactions What you'll need to be successful in this position:Previous customer service experience, preferably in an order management environmentStrong attention to detail with a high level of accuracy in order entry and data management Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with customers and internal teams Proven ability to manage multiple priorities in a fast-paced environment while meeting deadlines Strong problem-solving skills and the ability to think critically to resolve customer issues efficiently Customer-first mindset with a commitment to delivering a positive and professional experience Ability to work independently in a remote environment while staying engaged and responsive Proficiency in Microsoft Office and experience working within ERP/CRM systems Strong organizational skills with the ability to track and follow through on multiple tasks and requests Team-oriented mindset with a willingness to collaborate cross-functionally Adaptability and openness to change, with a continuous improvement mindset LubeCon USA LLC offers a competitive base salary and bonus potential, we provide a comprehensive benefits program that includes a 401(k) with 7% company match, health, dental, and vision insurance, paid time off, and company-paid disability and life insurance. LubeCon USA is a trusted leader in providing high-quality industrial lubricants, equipment, and solutions to a wide range of industries. With a rich history of nearly 50 years, we are committed to innovation and delivering exceptional products and services to our customers,Join our team and be part of a company that values collaboration, camaraderie, growth, and excellence.