What are the responsibilities and job description for the Customer Experience Specialist position at Carboline?
Title: Customer Experience Specialist
Who We Are:
Carboline is a St. Louis-based coatings manufacturer with a global reach. The company, founded in 1947, produces high-quality performance coatings, linings, and fireproofing products in more than 20 manufacturing facilities around the world.
Carboline is part of RPM International Inc., a multinational company with subsidiaries that are world leaders in specialty coatings, sealants, building materials and related services. From homes and workplaces to infrastructure and precious landmarks, RPM’s market-leading brands are trusted by consumers and professionals alike to help build a better world.
If you want to be part of a growing global organization with opportunity for growth, we would like to meet you.
Position Summary:
Bridge between our customers and the sales team, ensuring seamless order processing, proactive communication, and superior service. Engage directly with customers to provide guidance on product selection, manage orders, coordinate logistics, and resolve inquiries efficiently. Monitor inventory levels and work with key individuals to forecast and maintain the supply and demand.
Essential Functions:
- Serve as the first point of contact for customers via phone and digital channels, ensuring a positive and professional experience.
- Provide product recommendations, order guidance, and proactive support to enhance the customers’ journey.
- Follow up with customers on order status, shipping timelines, and any changes to ensure transparency.
- Address customer concerns with empathy and urgency, collaborating with internal teams to provide timely resolutions.
- Monitor inventory levels and recommend stock adjustments based on customer demand.
- Support Inventory Planning and Supply Chain Ops initiatives to align supply with customer demand.
- Accurately enter and track orders, ensuring correct pricing, discounts, commission splits, and shipping details.
- Utilize selling skills to offer product upgrades, suggest alternatives, and introduce new solutions that meet customer needs.
- Work within customer portals to process orders in alignment with specific requirements.
- Assist sales representatives with account management, sales initiatives, and customer outreach efforts.
- Partner with the supply chain, transportation, and production teams to coordinate order fulfillment and ensure on-time delivery.
- Liaise with freight carriers and warehouse teams to arrange cost-efficient and timely shipments.
- Actively participate in sales and customer service initiatives aimed at enhancing the customer experience.
- Identify opportunities for process improvements to drive efficiency and better serve customers.
- Contribute to a customer-centric culture by sharing insights and best practices with the team.
- Perform additional duties as assigned.
- Commit to the Company’s safety and quality programs.
Requirements:
· High School Degree or equivalent
· 2-year Business degree, or minimum 1 year of Customer Service or Sales Support experience.
· Minimum of 2 years’ experience handling product inventory.
· Experience with Excel, data analysis, and inventory management, preferred
Physical Requirements:
This position requires minimal physical activity but does require computer usage for an extended period up to 8 hours in a day. No unusual environmental, lifting, or exertion requirements are associated with this position.
What We Offer:
We offer a team atmosphere that fosters cooperation and creativity; a management team committed to employee development and an environment where people are empowered to make decisions. Our career opportunities offer unlimited earnings potential and our comprehensive benefits package is among the best in the industry which includes affordable benefits, a company match 401K plan and a retirement pension plan.
Carboline is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
“In order to be the best, we must hire the best”
Job Type: Full-time
Pay: $23.00 - $23.08 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work Location: In person
Salary : $23 - $23
