Customer Experience (CX) Specialist
Customer Experience (CX) Specialist – Thomasville, GA (On-site)
Schedule: Full -Time | Mon. – Fri. 8:00 am – 5:00pm
The Customer Experience (CX) Specialist is a front-line role responsible for owning the day-to-day experience of Centek’s customers. This position focuses on inbound customer interactions, communication, and clean hand-offs into our internal systems, rather than traditional “order entry” keying.
This will be a new role that utilizes multiple tools at your disposal (CRM, ERP) to provide a “Wow!” experience to our customers. Your primary goal is to make it easy to do business with Centek, that encourages repeat business.
We are building a 2-person CX team that is fully cross-trained so each team member can support the other during breaks and peak seasons.
1. Front-Line Customer Experience
- Serve as a primary point of contact for:
- Customers.
- Handle inbound phone calls, emails, and web form submissions, ensuring:
- Professional, friendly, and technically aware communication.
- Use Processes and decision matrices to:
- Classify caller type (Customer, Vendor, etc).
- Identify need type (pricing/availability, order status, documentation, complaint, basic technical question). Decide what can be resolved directly in CX vs. what should be escalated.
2. CRM Ticket & Workflow Management
- Log all customer interactions as tickets in CRM, consistently capturing:
- Contact and company details.
- Caller/need type, priority, and relevant product lines.
- Notes, internal comments, and tasks.
- Work from HubSpot queues/tasks/workflows to manage daily priorities.
- Use templates and snippets for consistent, high-quality email responses.
- Ensure tickets are updated through their full life cycle until resolution and closure.
3. Assist/Participate in Process Improvements
- Collect and validate all information required for order-readiness, including:
- Correct customer and ship-to information.
- Part numbers, quantities, and basic pricing information as guided.
- Lead times, requested dates, and special instructions.
- Confirm completeness and clarity of data in CRM before triggering automation.
- Trigger and monitor the order-entry automation (ERP) according to defined procedures:
- Address any data-related warnings or exceptions.
- Confirm successful order creation and capture ERP order numbers and key dates in CRM.
- Communicate order confirmations and updates back to the customer once automation is successful.
4. Expectation Management & Status Updates
- Provide proactive status updates to customers:
- Order confirmations.
- Schedule/lead-time changes.
- Shipping/tracking information.
- Translate internal constraints or changes into clear, honest expectations.
- Escalate issues appropriately when timing, quality, or scope is at risk.
5. Cross-Functional Communication
- Collaboration with Sales, Engineering, and Operations to:
- Clarify priorities and customer commitments.
- Improve hand-offs and reduce rework.
6. Continuous Improvement & Metrics
- Contribute to refining CX scripts, checklists, and standard operating procedures.
- Help monitor and improve key CX metrics, such as:
- First response time.
- Time to resolution.
- % of inquiries resolved within CX.
- CX-related order errors and automation exceptions.
- Participate in regular CX team and/or Sales check-ins to review wins, issues, and process changes.
Required
- Core Values:
- People First.
- Tackles Challenges Head-on.
- Pursues Excellence.
Preferred
- 2+ years of experience in one or more of the following:
- Customer service, inside sales, or customer support.
- Order management, logistics coordination, or similar operational role.
- Strong written and verbal communication skills:
- Comfortable talking to both technical and non-technical customers.
- Able to explain timelines, constraints, and next steps clearly and calmly.
- High attention to detail and accuracy with customer and order information.
- Comfortable using business software and learning new tools:
- CRM or ticketing systems (HubSpot/Salesforce experience is a plus).
- Basic familiarity with ERP or order management concepts (Epicor experience is a plus).
- Microsoft 365
- Demonstrated ability to:
- Manage multiple requests at once.
- Follow structured processes while using judgment when needed.
- Experience in manufacturing, marine, industrial, or technical products.
- Experience working closely with operations, sales engineering, or technical support teams.
Please email us at careers@centekmarine.com, Include your resume focusing on your experience
related to the position. Put your name and CX as the subject of your email.
