Customer Experience Specialist

Title: Customer Experience Specialist

Location: Michigan United States

Full time

Job Description:

Be a part of a global team where what we do matters! At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding - both personally and professionally - because what we do matters.

We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation.

People - We win as a team.

Customer - We deliver customer-centric solutions.

Continuous Learning - We learn and always aim to be better.

Innovation - We innovate every day.

Results - Results matter for all of us.

As a Customer Experience Specialist at Epredia, you'll be the trusted partner for our key distributor and OEM accounts, serving as their single point of contact and ensuring every interaction delivers exceptional service. In this role, you'll build strong relationships, anticipate customer needs, and guide orders seamlessly through the entire cycle-from entry to delivery. You'll review performance metrics, participate in customer calls, and provide proactive communication to keep accounts informed while driving meaningful improvements. Working closely with internal teams, you'll play a critical role in resolving challenges, enhancing service, and strengthening Epredia's reputation for reliability and excellence.

Location: Hybrid - Kalamazoo, MI

What you will be doing:

• Enter and update/manage all orders for your portfolio of strategic accounts, with products ranging from IHC, Consumables, Instruments, Etc.
• Review your accounts' order books on a daily basis, ensuring that upcoming production is scheduled to support future needs.
• Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order lifecycle.
• Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address, while ensuring adequate coverage of the customer's business; anticipating their needs in a way that seeks to eliminate any need for your accounts to contact us with questions, aside from placing new orders.
• Enter all needed customer complaints and product returns.
• Investigate overdue and damaged shipments or shortages in shipments already received.
• Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times.
• Backup for the Domestic Customer Care Call Center if inbound calls exceed daily staffing capacity.
• Document any applicable processes where serving as a Subject Matter Expert for the team.

Skills you will need:

• 3+ years of customer service experience
• High School Diploma required, Associate's Degree preferred
• Excellent written and verbal communication skills
• Ability to analyze data and identify trends in customer orders and performance metrics
• Strong problem-solving skills and ability to resolve issues proactively
• Organizational skills with the ability to manage multiple accounts and priorities simultaneously
• Familiarity with order management systems (SAP, Salesforce, or similar)
• Comfort working cross-functionally with internal teams (sales, distribution, supply chain)
• Ability to remain calm and professional when navigating supply challenges or escalations
• Strong attention to detail and accuracy in managing customer accounts
• Self-motivated and able to work independently with minimal supervision

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Building an Inclusive Culture: We are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information or any other protected classes which may exist under applicable federal, state or local law.