Customer Experience Specialist

Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better. Join the team and become part of our family!Charter Steel is hiring for a Customer Service Specialist! This role will deliver a top-tier customer experience by serving as the key connection between customers and manufacturing, ensuring orders are fulfilled accurately and on schedule. In this role, you'll handle inquiries, coordinate inventory and shipping, and use your product knowledge and communication skills to keep operations smooth and customers satisfied. Position details: Location: Saukville Hybrid Flexibility: 3 days a week in office, 2 days remote What you'll need: Associates Degree or three years of experience in a customer facing role (sales, customer service, or marketing). Two years' experience using ERP systems/company database systems and entering and managing orders. A track record of partnering with Sales and customers to increase customer dependency, customer satisfaction and overall customer success. Skilled in prioritizing highest critical tasks and an ability to plan steps to achieve objectives. Ability to solve problems and make sound decisions within set parameters. Excellent verbal and written communication skills requiring tact and discretion. Demonstrated customer service experience to handle multiple tasks simultaneously in a fast-paced environment. Strong analytical skills to gather data from multiple sources and report findings. Strong interpersonal and relationship building skills. Proficient in the advanced features of Microsoft Office software products; specifically excel and the ability to do customized reporting. Preferred experience: Bachelor's degree or an equivalent combination of education and experience. Three plus years of related industry experience in customer service, inside sales, or customer support role. Experience with CMR tools and practices. Experience managing customer service needs within defined customer service procedures. Experience with metric-based customer service processes and management. Track record of over-achieving quota. Experience in forecasting software. Lead or have participated in customer service enhancement initiatives. Has a desire to pursue a career path in sales or marketing. Ability to understand and navigate effectively through an Oracle ERP system, query software, and customer portals. History of interacting directly with customers. Willingness to travel up to 10%. What you'll do: Help the business leverage more business intelligence and analytics in our customer service processes. Provide the highest level of service to accommodate customer's needs. Develop strong working relationships and collaborate/work with other functional areas of the business to meet customer requirements. Proactively support the entire customer order/demand management process and monitor customer systems and maintain accurate information in the system for quotations, inquiries, orders, lead-times, and shipments. Coordinate the entire flow of orders through all functional areas. Keep all departments apprised of changes. Develop a strong working relationship with the Account Manager to cohesively manage the complete order fulfillment process to ensure customer satisfaction. Communicate directly with customers to coordinate changes in demand and monitor order availability. Once product is released, coordinate shipments with logistics to ensure material is delivered on time. Develop a working knowledge of the business's manufacturing capabilities and product offerings. Actively participate on teams and in meetings to ensure processes and procedures are continuously improving. Manage customer forecasts and releases to meet customer requirements by monitoring internal inventory levels to ensure on time delivery. Create and distribute performance reports to customers on a regular basis to continuously work on improving program performance measures. We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO).