The Customer Experience Coordinator is responsible for supporting the day-to-day tactical operations of the sales and customer experience while ensuring consistent execution of established customer strategies. This role serves as a key liaison between customers, sales, and internal departments to help maintain strong customer relationships, support operational efficiency, and drive a positive customer experience.
Key Responsibilities
- Serve as a primary day-to-day contact for assigned customer accounts, supporting ongoing communication and operational needs.
- Execute and maintain established customer experience strategies, processes, and service standards.
- Support daily tactical operations, including customer follow-up, order coordination, and issue resolution.
- Coordinate with internal departments including engineering, production, quality, shipping, and customer services to ensure timely and accurate fulfillment of customer requirements.
- Monitor customer issues, service disruptions, or strategic account matters to the Customer Experience Manager when appropriate.
- Assist in maintaining customer records, forecasts, reports, and account documentation.
- Support customer satisfaction initiatives by:
- Assisting with Net Promoter Score (NPS) process
- Tracking and analyzing customer feedback trends
- Coordinating follow-up actions with internal teams
- Assist with implementation and coordination of corrective actions related to customer concerns.
- Support new product introductions and customer onboarding activities in partnership with sales, engineering, and production teams.
- Maintain regular communication with customers regarding order status, timelines, and service updates.
- Assist with preparation for customer visits, trade shows, meetings and presentations.
- Contribute to continuous improvement initiatives focused on operational efficiency and customer satisfaction.
- Support the Customer Experience Manager with additional duties and projects as assigned.
Qualifications
- Associate’s degree in business, sales marketing, engineering or related field (or equivalent experience) preferred.
- 1-3 years of account management or sales experience in a manufacturing environment
- Proven track record of managing OEM accounts
Skills and Competencies
- Ability to build strong customer relationships and manage multiple priorities in a fast-paced environment.
- Solid understanding of manufacturing processes, supply chain, and product lifecycle management.
- Customer-focused mindset with strong problem-solving abilities.
- Collaborative team player who can work cross-functionally.
- Strong business acumen and ability to understand technical concepts.
- Excellent organizational and time management skills.
- Willingness to travel to customer sites, trade shows, and company locations as needed (10-25%)
- Excellent knowledge of Microsoft Office.
Physical Requirements
- Lift document storage boxes up to 25 lbs. occasionally
- Prolonged periods of sitting at a desk and working at a computer
- Standing, walking and bending periodically
- Engaging in repetitive movements of wrists, hands, and fingers – typing and/or writing
- Receiving and responding to oral communication
Featured Benefits
- Medical Insurance with HSA
- Dental Insurance
- Vision Insurance
- Life Insurance
- Accident & Critical Illness Insurance
- 401(k) Contributions
- Tuition Reimbursement
- Profit Sharing
- Paid Time Off (PTO)
- Volunteer PTO
- 9 Paid Holidays
- Paid Uniforms
- Boot Reimbursement
Job Details
Job Title: Customer Experience Coordinator
Company: Glenn Metalcraft
Location: Princeton, MN
Shift: 1st
Reports To: Customer Experience Manager
Direct Reports: No
Pay Type: Hourly
Job Type: SG&A
Requisition ID: 57476
The expected base pay range for this position is between $21.00 and $26.00 per hour. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.
Who We Are
Elemet Group provides solutions to solve our customers’ manufacturing and fabrication challenges. Across our four separate locations, we have access to state-of-the-art equipment and highly skilled specialists in CNC metal spinning, robotic welding, automated machining, assembly, powder coating, e-coating, and 2-axis and 5-axis water jet cutting and provide our customers with vertically integrated solutions.
Our core values of Teamwork, Integrity, Driven, Innovation, and Fun guide our daily business decisions, foster a strong sense of community, and reinforce our commitment to a positive workplace culture.
Elemet Group participates in E-Verify, a federal program that checks the employment eligibility of all new hires.
Elemet Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Skills Required
- Associate's degree in business, sales marketing, engineering or related field (or equivalent experience)
- 1-3 years of account management or sales experience in a manufacturing environment
- Proven track record of managing OEM accounts
What We Do
Elemet Group specializes in metal fabrication, producing high-quality commercial metal product parts through services like metal spinning, machining, welding, and finishing.
