• Take direct ownership of highly complex or sensitive customer accounts to resolve critical issues efficiently 

• Diagnose underlying drivers of poor customer experiences, draft executive summaries of proposed solutions, and present them across departments for feedback 

• Build internal partnerships and lead collaborative projects to implement customer experience improvements 

• Manage ongoing customer relationships and participate regularly in Customer Service, Sales, and Marketing updates and training 

• Streamline and facilitate the evaluation and vetting process for custom production requests 

• Proactively provide alternative solutions or options for clients when a primary request cannot be accommodated 

• Identify, prioritize, and resolve customer pain points by driving effective solutions 

• Engage directly with customers to discuss and address issues impacting their experience 

• Process order approval queues efficiently to expedite order fulfillment 

• Execute order maintenance updates to minimize delays and accelerate processing times 

• Discover and present viable alternatives for complex technical orders 

• Prioritize daily tasks effectively to maximize customer satisfaction 

• Identify and directly confront difficult business and operational challenges 

• Provide coaching and mentorship to customers and internal teams when processes are modified to address customer experience shortfalls 

• Utilize telephone, Microsoft Teams, email, text (SMS), and other communication platforms effectively 

• Interact directly with customers to build relationships and manage ongoing inquiries 

• Collaborate with Customer Service, Technical Services, Pricing, Credit, New Accounts, Production, Engineering, Purchasing, and Leadership on behalf of the customer or sales team 

• Identify and catalog alternative product options to streamline substitution choices 

• Establish clear, consistent messaging protocols regarding product availability and alternative options for internal teams and external clients 

• Develop user-friendly guides and workflows to help customers and internal departments select appropriate product alternatives 

• Provide specialized guidance and technical oversight for complex or custom orders as needed 

• Manage internal action items and digitally distribute critical documentation (drawings, quotes, and paperwork) to sales, technical, and customer teams 

• Efficiently process and route sales quotes to the appropriate salesperson 

• Liaison between customers, sales teams, and manufacturing plants to resolve issues and expedite rush orders 

• Monitor shipments and provide routine delivery updates to include reporting updates to stakeholders 

• Perform other duties and administrative tasks as assigned