Customer Experience Administrator in Westerville, Ohio at DWYER INSTRUMENTS, LLC

We are in search of a Customer Experience Administrator to manage the end-to-end customer order experience, ensuring operational excellence and customer satisfaction. This position supports cross-functional collaboration and continuous improvement by overseeing order workflows, resolving complex issues, and enhancing the customer journey from pre-order to post-sale.

Key Responsibilities:

1. Sales Order Management

A. Lead and oversee the full sales order lifecycle, including order entry, confirmation, change management, and post-sale follow-up.

B. Ensure accuracy and completeness of all orders; proactively resolve discrepancies and delays.

C. Monitor lead times and coordinate with internal departments and external partners to ensure timely fulfillment.

D. Review sales orders for technical accuracy and escalate complex issues as needed.

E. Make independent decisions regarding order prioritization, exception handling, and fulfillment strategies to meet customer and business needs.

2. Customer and Sales Support

A. Serve as the primary point of contact for sales representatives, distributors, and field personnel regarding order status, quotes, and pre-order inquiries.

B. Provide advanced post-sales support, including Return Material Authorizations (RMAs) and service case management within the ERP system.

C. Coordinate with Accounting to resolve customer account issues and ensure accurate commission tracking.

D. Resolve escalated customer concerns independently, using sound judgment to balance customer satisfaction with company policy.

E. Manage internal and external customer expectations through effective communication and collaboration.

3. Administrative and Technical Coordination

A. Assign and manage incoming support requests, ensuring proper routing and resolution.

B. Coordinate instrument calibrations and installation logistics, including site preparation and customer communication.

C. Support ERP optimization efforts and provide feedback to improve system workflows.

D. Ensure compliance with internal controls, customer data privacy standards, and applicable regulatory requirements related to order processing and customer communications.

E. Recommend and implement changes to internal workflows and documentation based on recurring issues or inefficiencies.

4. Process Improvement and Cross-Functional Collaboration

A. Identify operational risks/opportunities and implement process improvements by analyzing customer order data, fulfillment metrics, and service trends.

B. Participate in production planning meetings contributing insights on sales order trends, technical requirements, process improvements, policy changes, or system enhancements that can be shared with senior leadership.

C. Collaborate with Sales, Marketing, Service, Manufacturing, and Accounting to ensure alignment and resolve cross-functional issues.

D. Stay current with industry trends, customer experience innovations, and ERP/CRM system updates to proactively recommend improvements.

E. Lead cross-functional initiatives to address systemic customer experience challenges and propose long-term solutions.

F. Serve as a subject matter expert (SME) on customer experience in strategic planning meetings and cross-functional projects.

G. Exercise discretion in interpreting company policies and applying them to unique customer scenarios.

Benefits:

• Comprehensive Insurance Package: Medical, dental, vision, prescription drug, life, short-term and long-term disability.
• 401k Matching: Secure your future with our 401k matching program.
• Health Savings Account (HSA): Employer contributions to your HSA.
• Generous Paid Time Off: Enjoy a healthy work-life balance starting at 15 days of PTO per year and 9 paid holidays.
• Fitness Center: Stay active with our onsite fitness facility.
• Tuition Reimbursement: Continue your education with our support.
• Career Development: Opportunities for growth and advancement.

Please Note:

We are an Equal Opportunity Employer, including Veterans and Individuals with Disabilities, an E-Verify employer, and a drug-free company. This position is not eligible for VISA sponsorship.

We believe in transparent and equitable pay. All U.S. job postings include a good-faith salary range based on role, location, experience, and internal equity. We’re happy to discuss compensation openly throughout the hiring process.

Required

• 4-6+ years of experience in customer service, sales operations, or technical support coordination.
• Strong working knowledge of ERP systems and general office software.

Preferred

• Bachelor’s degree.
• CRM experience.
• Experience supporting OEMs, representatives, or distributors in a technical sales environment.