Customer Experience Specialist Position Available In Middlesex, Massachusetts

Customer Experience Specialist 3.9 3.9 out of 5 stars Wilmington, MA 01887 • Hybrid work

Must-Have Qualifications:

2+ years in customer service, inside sales, or a related field. Experienced in CRM/ERP systems, preferably Microsoft AX/Dynamics. Exceptional verbal and written communication skills to effectively interact with internal and external teams/stakeholders. A proactive and solution-oriented mindset with strong analytical skills. High level of accuracy and organizational skills to ensure error-free order entry and customer data management. Proficient in Windows applications and Microsoft Office programs (Word, Excel, Outlook, Teams) Strong ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.

Job Description:

Insight Global is looking for a highly motivated and detail-oriented individual to join our client’s team as a Customer Service Specialist. In this role, you will manage a range of customers, building and maintaining strong relationships to grow and strengthen our business. With a customer-obsessed mindset, you will oversee the end-to-end order process, ensuring exceptional service at every stage of the transaction— from initial quotation through order entry and resolution of any issues post-delivery. You will be the key liaison between customers and internal teams, ensuring customer needs are met efficiently and accurately while following standard operating procedures.

Daily Responsibilities:

Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service. Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring all data is accurate, complete, and up to date. Monitor and maintain delivery timelines to ensure alignment with customer expectations. Communicate changes to product lead times, inventory availability, or other order-related updates to customers and internal teams proactively. Collaborate with internal teams to ensure seamless order management and resolution Provide timely and accurate order status updates, including shipment tracking information, as requested by customers. Process credit card payments and support financial operations for efficient customer account setup and issue resolution. Assist in the preparation and follow-up of customer quotations, ensuring accuracy and alignment with customer requirements. Proactively identify and resolve order discrepancies, working closely with the warehouse and operations teams. Maintain and update sales agreements, pricing, and customer information in the ERP system and relevant databases. Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction. Provide support for online customer interactions, including WebChat, ensuring a consistent and professional experience. Attend team meetings, training sessions, and workshops to enhance professional knowledge and contribute to organizational success. Ensure customer records, including contacts, addresses, and account information, are accurate and up to date in the CRM/ERP system. Support data cleanup initiatives to enhance data integrity and prepare for future integration and system improvement projects. Perform other duties as assigned or directed by the manager.

Physical Demands:

Mobility:

Must be able to sit at a desk for extended periods and occasionally lift or carry office supplies and equipment up to 10 pounds.

Vision and Hearing:

Ability to use a computer and read documents. Effective communication skills to interact with colleagues and clients.

Work Environment:

Typical office setting with moderate noise levels and standard office equipment.

Pay:

$27.00 – $30.00/hr

Job Type:

Full-time Pay:

$27.00 – $30.00 per hour Expected hours: 40 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Shift:

Day shift

Experience:

ERP systems: 2 years (Required) Order entry: 2 years (Required) Ability to

Commute:

Wilmington, MA 01887 (Required)

Work Location:

Hybrid remote in Wilmington, MA 01887