Customer Experience Specialist ( Order entry)

Customer Experience Specialist
Contract: 6+ months

Pay rate: $20-27/hr

Hybrid – Pawtucket, RI

Must Haves

Minimum of 2+ years of account management, order administration or customer service

Hands‑on order entry experience, handling processes independently

Basic Excel skills (filtering, running reports)

High attention to detail

Additional Qualifications

Manufacturing industry experience

ERP experience – preference for M3

Freight knowledge

Essential Duties & Responsibilities

Ensures daily processing of all orders, reviews product availability, collaborates with manufacturing and/or shipping locations, and confirms delivery dates – emphasizes first‑time order entry.

Recommends solutions for problems encountered and suggests process improvements.

Maintains relationship with customers by developing understanding and managing assigned accounts.

Collaborates with Sales Administrators for setup of new accounts and maintaining customer requirements.

Manages challenging customer requests while meeting company goals and escalates issues as needed.

Helps customers resolve issues or disputes by investigating and interacting with Credit, Technical Services, Manufacturing, Traffic, Sales, to determine root cause and solution.

Monitors inventory management programs as required and takes action to ensure customer satisfaction.

Initiates collaboration with others (customers, Sales Representatives, Sales Managers, Industry Managers, team members and all of supply chain).

Responsible for customer reporting, on‑time metrics, and other analytics.

Performs any other similar or related duties as required or directed; complies with company rules and regulations.

Education and/or Work Experience Requirements

High school or G.E.D.; some college coursework preferred.

3–5 years customer service experience.

Excellent listening, communication, organizational, and multi‑tasking skills.

Strong PC skills, including exposure to ERP systems.

Ability to maintain composure under pressure.

Originality and creative thinking.

Team player, results oriented, customer/relationship oriented.

Problem solving skills.

Self‑motivated.

Position has no budget or revenue responsibilities.

No supervisory functions (behavior, attendance, salary).

Summary: Great opportunity to join a well‑running team. The role includes handling accounts, order entry, resolving issues, and communicating with customers, shipping, logistics, and sales.

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