Customer Experience Specialist

Location: Elkridge, MD, US, 21075 Company:

Customer Experience Specialist

Customer Experience Specialist The primary purpose of PERIs Customer Experience Specialist position is to deliver exceptional service to customers across the entire order lifecycle—from quotation to delivery and returns—ensuring seamless coordination and proactive issue resolution. The Customer Experience Specialist does this by enhancing customer satisfaction and loyalty by leveraging PERIs technical, operational, and CRM resources. Additionally, this role acts as a liaison between the customer, sales, engineering, and logistics teams to optimize communication and efficiency. What youll do in a typical day:

• Serve as the primary contact for customer inquiries, proactively providing updates and resolving issues with a customer-first mindset.
• Provide sales support throughout the order-to-cash (OTC) process, including order entry, coordination, documentation, and ensuring compliance with contractual terms and delivery timelines.
• Collaborate with internal departments to optimize communication, efficiency, and overall customer service delivery.
• Ensure commercial project management aligns with budgetary constraints, including the accurate review and approval of customer invoices prior to release.
• Support sales teams and customers by generating and distributing timely project status reports.
• Deliver commercial support on both lump-sum and unit rate contracts, ensuring alignment between offered and delivered material lists and pricing—flagging discrepancies where applicable.
• Record customer complaints and drive timely resolution through internal coordination and problem-solving.
• Identify root causes of recurring service issues and propose improvements to enhance customer satisfaction.
• Facilitate onboarding and training support for new customers to ensure smooth implementation and alignment with PERI processes.
• Participate in cross-departmental meetings to support service planning, process alignment, and continuous improvement.

What youll need to be successful:

• Customer Service: Ability to provide a high level of customer service to internal and external customers and strives to anticipate, identify, and understand customers wants, needs and concerns, especially experience with construction, logistics, or manufacturing industries.
• Communication Skills: Effectively relays oral and written information to individuals at all levels, ensuring clarity and understanding from all parties.
• Technology Proficient: Learns and adapts to new technology, possesses strong computer skills, including familiarity with Microsoft Suite particularly Excel and Power BI, and demonstrated proficiency with ERP and CRM systems.
• People Skills: Effectively and harmoniously interacts with others. These include Self-awareness, self-confidence, self-management, social awareness, active listening, conflict management, empathy, relationship management, emotional intelligence, positive attitude, strong work ethic, and team player.
• Resilience: Ability to withstand, adapt to, and recover from adversity, challenges, or stress.
• Organization: Coordinates tasks, tracks details, and ensures quality and understanding.
• Adaptability: Flexible, responds well to changing circumstances, overcomes challenges, and maintains a positive attitude.
• Accountability: Takes responsibility for decisions and actions, solves problems effectively, and aligns decisions with corporate strategy and values.
• Time Management: Prioritizes tasks, respects deadlines, demonstrates a sense of urgency, and manages time efficiently.
• Problem-solving Skills: Identifies, troubleshoots, and resolves problems using critical and creative thinking.

What We Value:

• Positive Attitude: We believe in the power of a positive mindset to drive success and foster a thriving work environment.
• Entrepreneurial Spirit: If you have a vision, drive, and a willingness to innovate, we encourage and support your entrepreneurial spirit.
• Open-mindedness: Embrace new ideas and perspectives, contributing to a dynamic and inclusive workplace
• Passion for Work: We appreciate individuals who are passionate about their work, bringing enthusiasm and dedication to everything they do.
• Team Player: Collaboration is at the heart of our success. We value individuals who understand the importance of teamwork.

Why Join Us:

• Exciting Growth: Be part of a company that is on an upward trajectory, providing ample opportunities for personal and professional development.
• Caring Culture: Experience a workplace where the well-being of employees is a priority, fostering a supportive and caring culture.
• Innovation: Contribute to an environment that values innovation and encourages you to bring your unique ideas to the table

Additional Information: If you are ready for a fulfilling career with a company that values your skills, dedication, and individuality, we encourage you to submit your application. PERI Offers a competitive benefits package which includes medical, dental, vision, supplemental options, 401k retirement with company match, paid holidays, sick leave, and paid time off. The allocated salary for this position is $70,000.00 to $80,000.00. PERI participates in E-Verify. For additional information regarding E-Verify please go to www.e-verify.gov. PERI USA is an equal opportunity employer and prohibits discrimination and harassment based upon membership in a protected class. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, or other classifications protected by state, local or federal law. Following receipt of a conditional offer of employment, candidates may be required to have a Motor Vehicle Report (MVR) ran for candidates who drive company vehicles or receive vehicle allowances as permitted or required by applicable law. If you require any reasonable accommodation to complete your application or if you have questions or difficulty using our online system or any part of the recruiting process, please email your request to Recruiter@peri-usa.com; or call +1(410) 796-5861. We thank all applicants for their interest, however, only individuals selected for an interview will be contacted and considered a candidate. For additional information regarding PERIs Applicant and Candidate Privacy Notice and California Employee Privacy Policy go to www.peri-usa.com/company/career.html. Apply online peri.com/career PERI Group Formwork Scaffolding Engineering Recruiting Team

Nearest Major Market: Baltimore