Customer Experience Specialist (Order Processing) - Ultimate LLC : Job Details

Job Description Position Overview Ultimate Staffing Services is actively seeking a dedicated Customer Experience Specialist (Manufacturing, Order Processing) to join their client's team in Maryland. This Direct Hire position is integral to delivering exceptional customer interactions and ensuring seamless order processing. The ideal candidate will possess a strong understanding of the Order-to-Cash process and be adept at managing customer relations from start to finish. Responsibilities

• Develop subject matter expertise of the company's Order-to-Cash process in the ERP system, covering order entry, sales orders, work orders, pick sheets, shipping, and invoicing processes.
• Own the Customer Experience function, delivering a pleasant interaction for key 80s and 20s account customers, including order entry, quotations, order status, and RMA processing.
• Act as a liaison for customers, advocating internally while maintaining a company perspective and escalating major customer changes/challenges to leadership.
• Collect appropriate customer data for decisions on order cancellations, returns, changes, and related matters.
• Assist with customer forecasting/planning functions to proactively meet customer requirements.
• Coordinate with sales, production, engineering, logistics, and leadership to ensure smooth order processing and stay current on customer accounts, production, shipping, and order fulfillment status.
• Participate in cross-functional meetings to represent the customer and provide input/feedback.
• Perform customer PO review for corrections in price, terms, export compliance, and escalate where required.
• Enter new product item requests to support system order function.
• Collaborate with Inside & Outside Sales to provide internal customer account support.
• Provide phone support for incoming calls and support customer account management, maintenance, and records.
• Continuously develop knowledge of the company's products and services.
• Assist with inventory management and perform other duties as necessary.

Qualifications

• Excellent written and oral communication skills; ability to communicate with empathy and detail.
• Ability to convey a collaborative and positive attitude, even when interacting with difficult situations/customers.
• Strong organizational and time management skills, with the ability to prioritize effectively.
• Exceptional attention to detail.
• Self-starter with a strong sense of urgency and follow-up skills.
• Ability to develop structured processes and navigate across functions to solve customer issues.
• Works effectively in a team environment with both internal and external stakeholders.
• Consistently operates with high integrity and adheres to ethical standards.

Education and Experience

• 2- or 4-year college degree preferred.
• 5+ years of work experience in customer service/support roles required.
• Highly proficient in MS Office Applications, especially Outlook, Excel, and Word.
• Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus).

Work Hours Monday to Friday, 1st shift Benefits Additional Details: The position offers a competitive salary with a range of $60,000 to $80,000 per year. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions. Job Reference: JN -082###-####04