Customer Experience Specialist-Novi, MI
Fortis Solutions Group
Novi, MI
Description We are seeking a detail-oriented and customer-focused Customer Relations Specialist (CRS) to join our team. In this pivotal role, you will act as the primary liaison for a designated customer base, ensuring seamless coordination between our customers, sales representatives, and internal departments. From initial quote requests to final payment collection, you will manage the full order life cycle with precision and a strong commitment to service excellence. If you thrive in a fast-paced, collaborative environment and are passionate about building lasting customer relationships, we invite you to bring your expertise to our team! As the Customer Relations Specialist (CRS) you will serve as the primary point of contact for your assigned customer base and are responsible for providing the highest level of service throughout the life cycle of the order, from inception to the collection of payment. As the Customer Relations Specialist you will act as the liaison between the customer, sales, and internal operations teams to ensure all customer requirements are met. Essential Duties and Responsibilities:
- Generate quote requests and communicate with salespersons and customers regarding quotes and any other applicable information. This will require the CRS to gain and demonstrate proficiency with the technical aspects of the product including size, shape, finishing requirements, color considerations, adhesive, application concerns, etc.
- Initiate prepress requests for proof creation of new and revised items. Verify accuracy prior to submission to the customer.
- Create and maintain item records within the ERP system to confirm all current specifications are captured to successfully produce the product.
- Conduct contract review to verify correct pricing from the customer PO to the price table created in the ERP system for each item.
- Maintain customer records within the ERP system; including contacts, specific requirements and quality standards.
- Process customer orders by gathering item and order specifics and entering into the ERP system in an accurate and timely manner.
- Effectively manage finished good inventory for assigned customer base by conducting regular data analysis to maintain appropriate stock levels.
- Build and maintain good customer relationships both externally and internally.
- Communicate with production, prepress, and shipping regarding the status of orders, customers requests, and other applicable information.
- Interact directly with the Sales Team and Customers in gathering information for various processes.
- Receive and respond to all customer inquiries in a timely, efficient and knowledgeable manner.
- Initiate proactive follow-up with customers to ensure their needs are being met.
- Address all incoming complaints by actively participating in the quality investigation, and guiding resolution processes to a proper and satisfactory closure.
- Update job knowledge by participating in educational opportunities.
- Participate in continuous improvement projects and strategic initiatives.
- Additional duties as required. Job duties listed are subject to change at the supervisor’s discretion and include but are not limited to the above list.
- Associate degree preferred, in business, sales, marketing or similar curriculum (or equivalent college coursework).
- High School diploma required.
- Minimum of 3 years progressive experience in a similar Customer Service Specialist role, preferably in the printing or packaging industry or another similar manufacturing environment.
- Experience managing or supporting customer accounts.
- Desire and ability to deliver exceptional customer service.
- Excellent verbal and written communication skills.
- Able to think creatively to solve problems and resolve challenges.
- Able to think proactively and anticipate customer needs.
- Able to work collaboratively with other team members.
- Willing to give 110% effort to ensure customers are 100% satisfied.
- Organized, detail-oriented, with ability to multi-task and prioritize competing requests to ensure deadlines are met.
- High competency level with computer and software skills, compatible with job responsibilities; MS Office products, ERP Software, CRM software, Smartsheet, etc.
- Able to work in a fast-paced environment with changing requirements.
- Possess basic math skills: Working knowledge of decimals, fractions, percentages, and the ability to read ruler measurements.
- None
- Willing to attend required training courses or sessions related to the job as assigned.
- Sitting, standing, and repetitive tasks of working at a computer.
- Some light office lifting (max 25 lbs.) is required.
- Pass a pre-employment drug test and subject to random drug screening.
- Primary work environment is an onsite office.
- Exposure to dust and noise in the production environment.
- Warehouse environment temperatures may be influenced by outside temperatures.
- Protective Eyewear and closed toed shoes are highly recommended in the production area and may be required in certain facilities.
- May include occasional travel to customer facilities or off-site seminars and training.
Posted 2025-10-27
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