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 a Customer Experience Specialist!

Charter Steel is a leading American supplier of carbon and alloy steel bar, rod and wire products, and the largest steel coil processor in North America. As a fully integrated steelmaker with locations in Ohio and Wisconsin, Charter Steel offers a full range of grade and size coiled products and vast technical service experience. Charter Steel is a member of the Charter Manufacturing family of companies.

Ready to be the voice of excellence in customer experience?

We're looking for a proactive communicator to serve as the vital link between our customers and manufacturing teams to ensure every order is delivered with precision, care, and speed. If you're detail-driven, thrive in fast-paced environments, and love turning challenges into solutions, we want you on our team.

Position specifics:

- Location: Saukville, WI

- Schedule: 3 days 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 experience management 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 experience, inside sales, or customer support role

- Experience with CRM tools and practices

- Experience managing customer service needs within defined customer experience framework

- Experience with metric-based customer experience processes and management. Track record of over-achieving quota

- Experience in forecasting software

- Led or have participated in customer experience 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 focus on:

- Help the business leverage more business intelligence and analytics in our customer experience processes

- Provide the highest level of customer experience by accommodating customer 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

- Resolve customer concerns and issues

- 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

- Manage customer forecasts and releases to meet customer requirements by monitoring internal inventory levels to ensure on time delivery

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).