Customer Experience Specialist

Reporting to the Customer Experience Manager of the Clearfield, UT manufacturing facility, we are actively seeking a results-oriented Customer Experience Specialist. The Customer Experience Specialist serves as the customer’s champion throughout the organization and is responsible for implementing key initiatives that provide product, process, and customer service excellence on behalf of the company. The position is key in elevating the customer experience and bringing the Voice of the Customer (VoC) into the Clearfield facility and beyond.

This position will serve as a primary link between our external customers and internal departments, including Sales, Production Planning, Scheduling, Quality, Manufacturing, CAD (Computer Aided Design), Accounting, and Information Services functions.

The ideal candidate will have a strong customer service orientation and a demonstrated commitment to providing exceptional value to Bonnell’s customers. Of particular importance will be the candidate’s ability to contribute to the organization’s environment of trust, team collaboration, cooperation, learning, and personal growth. The chosen candidate will work on-site, with an expectation of moderate travel.

We are specifically targeting candidates that can demonstrate a history of providing positive customer service experiences for both internal and external customers, while balancing timely and cost-effective delivery solutions to our customers.

The company is currently growing in capacity, and we serve diverse markets such as building and construction, electronics, transportation, and lighting. We sell directly to fabricators, end users, OEMs, and distributors, and our current capabilities allow us to offer a wide range of products, both mill and architecturally finished.

PRIMARY RESPONSIBILITIES:

The Ideal Candidate will:

- Provide prompt, enthusiastic, and accurate follow-up to customers and internal functional areas of the company.

- Collaborate with our manufacturing team to inform, manage, and balance customer requirements with the operational capacity and capability of the manufacturing plant.

- Collaborate with respective departments to resolve customer complaints in a timely fashion

- Assist manufacturing planners and load schedulers to ensure customer orders are balanced within the plant.

- Analyze order Input data, forecasting trends, financial data, production reports, capacity plans, and expedited order history data to proactively identify and resolve emerging or existing problems that may affect the company’s production/delivery commitment to our customers.

- Develop strategies and tactical plans to manage and reduce costs of multi-delivery point/mixed product loads.

- Actively serve as the customer’s champion and advocate, promoting customer service excellence in a manner that meets the profitability targets of the manufacturing plant.

- Serve as an extension of the regional sales team in the evaluation and assessment of new business opportunities that are aligned with the company’s manufacturing capabilities.

- Manage, track, and assess metrics associated with the company’s “On Time and Complete” delivery model.

- Alert manufacturing to special or unusual customer orders or requirements.

- Provide accurate routing and processing instructions.

- Interpret requests for quotes and customer drawing data in order to provide quotes and establish pricing in coordination with the sales team.

- Assist in maintaining customer detail within our Customer Relationship Management (CRM) tool.

CANDIDATE PROFILE

The Ideal Candidate will have:

- Bachelor’s degree in business, Sales, or Marketing preferred

- 3+ years of experience in customer service, customer experience, and customer engagement

- Proficiency with personal computing software (i.e., MS Word, MS Excel, Visio, MS Project, MS PowerPoint).

- Salesforce experience preferred

- Effective verbal and written communication skills

- Excellent time management skills and ability to effectively multi-task

- Working knowledge of manufacturing operations

- An ability to “connect” with customers in a caring and conscientious manner

CRITICAL INDIVIDUAL CONTRIBUTOR COMPETENCIES:

The Ideal Candidate will consistently demonstrate the following behaviors.

- Trust, Respect, Integrity lives by and demonstrates these core values. Knows how to build an environment of trust among employees, peers, customers, etc.

- Initiative Creates and seizes opportunities to win, even when faced with ambiguity. True passion for results

- Judgment demonstrated history of showing sound judgment decisions.

- Team Focus catalyst for success of the whole team, not just one’s own goals. Knows and has demonstrated how to make this happen.

- Emotional Intelligence is aware of their strengths, weaknesses and blind spots and fully understands the impact that their behavior has on the behavior of others around them.

- Business Intelligence Stays current. Understands how what happens in the world affects us, marketplace, and our competition

- Tenacious Advocacy Systematically seeks information on the organizations and customer’s wants and needs and advocates for preferred outcomes.

COMPENSATION:

- Base Salary: Competitive based on background and experience level

- Employee Benefits:

- Paid Vacation

- Medical/Dental/Vision

- 401k