Customer Experience Specialist - Industrial & Packaging

It's a great time to join Velcro Companies!The Customer Relations Specialist's primary responsibility is to provide a great customer experience, by answering and managing customer inquiries through the general phone queue, emails, and Salesforce. Continually look for opportunities to increase efficiency and improve processes that will enhance the customer experience and increase customer satisfaction. Team players are critical in promoting employee and customer satisfaction.This is hybrid position that will require two days per week on-site at the Manchester, New Hampshire location (Tuesdays and Wednesdays).Essential Job Functions:Responsible for day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs.Assist customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues.Act as the primary contact for customers collaborating with internal departments (i.e. sales, marketing, manufacturing, and supply chain).Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues.Work in accordance with the organizational and departmental policies and procedures. Meet and exceed defined CRS metrics and objectives.Support management in proactively communicating with customers on open order/past due order issues.Maintain proficiency in the customer service systems, processes, product offering and workflow of critical functional areas outside of customer service.Responsible for covering co-workers' absences i.e. vacation, sick, leave of absence.Assist with projects as assigned.Participate in ongoing training.Other duties and responsibilities may be assigned in order to support customer and departmental needsMinimum Job Qualifications:Associates degree preferred.Minimum of 3+ years of experience in a similar customer service, account management or sales operations role preferred.Prior work experience in a manufacturing company is preferred.Knowledge of customer service principles and best practices.Proficient in MS Office applications; including Outlook, Excel, Word, and PowerPoint as well as Salesforce and Five9Experience with Oracle order entry preferred.Strong communication skills, both oral and written.Professional demeanor and proven conflict resolution skills.Passion for servicing our customers is a priority.Ability to maintain proficiency in the customer service systems, processes, product offerings and workflow of critical functional areas outside of Customer Service.Key CompetenciesCritical thinking and problem-solving skillsPlanning and organizingUnderstanding of best practices for CRS organizational processesDecision-makingStrong oral and written communication skillsTeamworkConflict managementAbility to identify technical or customer issues needing escalationAdaptabilityStress toleranceWork with all levels of the organization in an effective mannerTechnical/Functional SkillsLearning AgilityTime ManagementOrganizational AgilityInterpersonal SavvyOUR COMMITMENT TO SAFETY AND EMPLOYEE WELL-BEINGFostering a culture where people thrive—safely, purposefully, and with opportunity. At Velcro USA Inc., we are committed to creating a workplace where employees feel valued, supported, and empowered to grow. We offer competitive pay, a comprehensive benefits package, and generous time-off to meet the diverse needs of our workforce. Our culture encourages advancement and provides opportunities for both personal and professional development.Safety is a core value at Velcro USA Inc. and an essential part of every role. We are dedicated to maintaining a safe, healthy work environment through strict adherence to our Global Safety Rules and our goal of achieving Zero Injuries of Any Kind (ZIAK). Employees are expected to complete required safety training, use personal protective equipment (PPE), report unsafe conditions, and follow protocols for fall protection, lockout/tagout (LOTO), hot work, and confined spaces. Together, we foster a culture of prevention, accountability, and care.Health and Welfare Benefits:Medical and Prescription Coverage (HSA and HRA Options)Dental CoverageVision CoverageFlexible Spending AccountsAward Winning Wellness and Incentive ProgramLife InsuranceShort- and Long-Term DisabilityBusiness Travel Accident InsuranceVoluntary Accident & Critical Illness InsuranceEAP (Employee Assistance Program)Retirement Savings Plan401(k) Saving Plan with generous 5.5% Company match and Immediate VestingTime-Off BenefitsPaid Vacation TimePaid Sick TimePaid Parental Leave13 Paid Company HolidaysOther Benefits and ProgramsTuition Reimbursement ProgramFinancial Wellness Benefit – Smart DollarEmployee Recognition ProgramsEmployee Resource GroupsCharitable or Educational Matching Gift ProgramEmployee Referral Bonus ProgramVelcro Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 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