Specialist, Customer Experience

Specialist, Customer Experience

Work Location: Charleston County, South Carolina

Summary:

The Specialist, Customer Experience is responsible for delivering exceptional service to customers through multiple channels, ensuring satisfaction and supporting a variety of customer needs. This role involves handling inquiries, processing orders, and providing product documentation, while maintaining compliance with national security and export regulations.

Responsibilities:

• Respond to customer inquiries and resolve issues, complaints, and returns, ensuring timely and effective solutions.
• Process and update customer orders and quotes accurately, meeting productivity standards.
• Assist domestic and international customers with purchasing decisions, identifying cross-sell and upsell opportunities.
• Provide product documentation support, including manuals, data sheets, and quality certificates as needed.
• Ensure compliance with national security and export requirements for all transactions.
• Participate in ongoing training and meetings to stay current on product knowledge, compliance, and departmental updates.
• Support customers via email, phone, and other channels, actively listening to identify and address their needs.
• Utilize learned knowledge and scientific terminology to make informed business decisions and drive customer satisfaction.

Qualifications:

• High School diploma required.
• 0 to 2 years of customer service-related experience.
• Strong work ethic and ability to excel in a rapidly changing environment.
• Excellent written and verbal communication skills for all organizational levels.
• Ability to thrive in a fast-paced, collaborative setting and work efficiently under deadlines.
• Aptitude for learning and understanding scientific vocabulary and terminology.
• Proven ability to use the Internet and Microsoft Office (Outlook, Word, Excel, PowerPoint); experience with AS400 or other customer database management systems is a plus.
• Capable of using acquired knowledge to make real-time business decisions.

Published Category: Commercial & Market Access