Customer Experience Specialist

At SI Group, we aspire for all employees to live and work to their full potential. We foster a unique environment where each employee is empowered to create value for our business with a commitment to safety and compliance. We promote personal and professional success that aligns with productivity and extraordinary results. Become a Catalyst for Change and help ignite impossible. 

The Role: As the Customer Experience Specialist, reporting to the Director - Commercial Excellence & Customer Experience, you will play a critical role in ensuring seamless customer order management from order receipt to billing, maintaining accurate customer data in the ERP system, and delivering exceptional customer support. 

How You Will Make an Impact:

Order Management:

• Review and evaluate customer orders to determine acceptance based on product availability, equipment capacity, and logistical efficiency.
• Accurately input customer orders into the ERP system to enable smooth processing.
• Collaborate with Sales & Marketing to ensure correct pricing, payment terms, and freight terms are applied to each order.
• Assist Logistics by preparing standard and unique shipment documents to support timely product movement.
• Coordinate with freight forwarders and submit necessary federal regulatory documents for export shipments.
• Troubleshoot logistical challenges and ensure accurate and timely invoicing for all orders.
• Address customer questions and resolve issues, escalating as necessary to appropriate departments.
• Manage customer returns and complaints efficiently, logging necessary details into the corporate system.
• Support specialized setups such as vendor-managed inventory and tolling operations.
• Participate in the after-hours emergency coverage program to address supply issues outside regular business hours.

Customer Management:

• Monitor customer order patterns and usage trends, sharing insights with relevant departments.
• Communicate regularly with customers as part of broader marketing strategies, analyzing forecasts and addressing concerns.
• Travel to customer sites or attend internal meetings as needed to support productivity initiatives.
• Prepare specialized reports and manage specific market development projects.

Systems Management:

• Maintain up-to-date customer data, including addresses, specifications, and other relevant details, within the ERP system.
• Conduct integrity testing for system upgrades or fixes to ensure seamless ERP functionality.
• Complete required training programs within designated timeframes to stay up to date on tools and processes.

Creating Extraordinary Starts With:

• Associate’s Degree (or equivalent work experience).
• A minimum of 2 years of relevant experience in customer service, order management, or a related field.

What We Value: 

We strive for all employees to nurture physical, mental and emotional health both personally and professionally. Our commitment to health and wellness centers around prevention, early detection and embracing a healthy lifestyle. Some offerings may vary by role or region, but may include: 

• Physical Health benefits including competitive Medical, Dental, and Vision packages, company contribution to Health Savings Account, cash incentive for Annual Physical and reimbursement 
• Financial Wellness opportunities including company paid life insurance and disability plans, 401(k) Retirement Plan with generous company match, and certified Financial Planning & Investment services 
• Mental Health benefits including generous Paid Time Off and 10 Paid Holidays, Paid Parental Bonding Leave, and much more! 
• The salary range for this position is $50,000-$80,000 annually.  The specific salary offered will be determined by a variety of factors including location, experience, and education.

SI Group is a global leader in the innovative technology of performance additives, process solutions, active pharmaceutical ingredients, and chemical intermediates. Our solutions are essential to many diverse industries and applications, creating extraordinary results. We drive value by enhancing the quality, performance, and durability of countless items we use every day. 

We are on a journey to captivate our customers at every level. Whether that means expanding our capabilities, global reach, or providing new innovations and technologies that create value. Our approach is customized to exceed customer needs and deliver superior performance.