The Customer Experience Specialist plays a critical role in ensuring a seamless order-to-delivery experience for customers. This position serves as a key liaison between customers, sales, logistics partners, and internal operations teams to ensure accurate order processing, timely shipments, and proactive communication.The role combines strong customer service skills, logistics coordination, and operational problem-solving to support efficient supply chain execution and maintain high levels of customer satisfaction.Job hours; Friday, Saturday, Sunday 12-5pm (remote except for onsite training and meetings)Remote candidates are required to be local (within a reasonable commuting distance) to the Woburn, MA office for onsite meetingsKey ResponsibilitiesCustomer Service & Order ManagementServe as the primary point of contact for customers regarding orders, delivery timelines, and product availability.Process and manage customer orders within ERP systems, ensuring accuracy and completeness.Provide timely responses to customer inquiries, including order status, shipping updates, and product information.Maintain accurate customer records and order documentation.Coordinate closely with the sales team to support customer needs and ensure alignment on order fulfillment.Logistics & Shipment CoordinationCoordinate shipments with internal warehouse teams, third-party logistics providers, and freight carriers.Monitor order fulfillment and shipment status to ensure on-time delivery.Track and resolve shipping issues, delays, or discrepancies in a timely manner.Prepare and review shipping documentation including packing lists, invoices, and export documentation where applicable.Support international shipments and ensure compliance with applicable import/export requirements.Order-to-Delivery Process SupportMonitor the end-to-end order lifecycle from order entry through delivery confirmation.Identify potential supply chain disruptions and proactively communicate updates to customers and internal stakeholders.Work cross-functionally with operations, planning, finance, and quality teams to resolve order issues.Assist with backlog management and delivery prioritization.Continuous ImprovementIdentify opportunities to improve order processing, logistics coordination, and customer communication.Participate in process improvement initiatives such as Kaizen or operational workflow improvements.Support documentation of customer service and logistics processes.Contribute to performance tracking metrics such as on-time delivery, order accuracy, and customer satisfaction.
