Customer Experience Specialist - Hybrid

Salary Range: $23.00 To $26.00 Annually*Please note - The pay rate will be based on experience*What TAPCO has to offer you10 Paid Holidays Paid Vacation and Personal Time (starting day one) Four Weeks of Paid Parental Leave with no waiting period 401K Plan with Employer Match (fully vested on day one) Company-Funded Short-Term Disability Health, Vision, and Dental insurance Quarterly Company Events and Lunches Have a say in TAPCO Happenings by joining the Fun or Safety Committee What you will accomplish as an Customer Experience Specialist at TAPCO:The Customer Experience Specialist provides responsive, end-to-end post-order support. This role serves as a central point of contact for customers, coordinates issue resolution, and keeps customers informed through delivery and post-delivery follow-up. The Customer Experience Specialist helps create a consistent customer experience by resolving concerns with urgency, maintaining accurate case documentation, and identifying opportunities to improve post-order processes. This role reports to the Customer Operations Manager.

Essential Duties and Responsibilities: Respond promptly and professionally to post-order customer inquiries, including questions about order status, shipping, delivery, returns, warranties, and product-related concerns. Provide timely, accurate updates, set clear expectations, and keep customers informed throughout the issue-resolution process. Own customer cases from initial contact through resolution, ensuring appropriate follow-up, confirmation of resolution, and closure. Coordinate with Project Management, Operations, Shipping, Finance, Sales, and other internal teams to research and resolve customer issues. Log and maintain complete, accurate case details in company systems to support visibility, accountability, and reporting. Facilitate returns, return material authorizations, and warranty inquiries in accordance with company policies and customer needs. Identify potential risks to the customer experience and elevate urgent, complex, or recurring concerns to the Customer Operations Manager. Identify trends, recurring issues, and process improvement opportunities while supporting customer experience initiatives, documentation updates, and special projects.

Knowledge/Skill/Ability: Strong verbal and written communication skills with a professional, customer-focused approach. Excellent problem-solving skills and the ability to coordinate resolution across multiple departments. Strong attention to detail, organization, follow-through, and process discipline. Manages multiple customer needs and priorities in a fast-paced environment with an appropriate sense of urgency. De-escalates concerns, communicate difficult information respectfully, and maintains composure during challenging interactions. Works independently while contributing positively within a cross-functional team. Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint. Quickly learns and effectively uses CRM, ERP, case-management, and other business systems. Commitment to continuous improvement and delivering a consistent, positive customer experience.

Required Experience: Two or more years of experience in customer service, customer support, order support, or a related customer-facing role preferred. Experience in a manufacturing, distribution, or supply chain environment preferred. Experience using CRM and ERP systems preferred. High school diploma or equivalent required. Associate or bachelor's degree in business, communications, supply chain, or a related field preferred.

About Us: At TAPCO, we aim to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!As an EEO Employer, including Veterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements.