Customer Experience Specialist

Customer Experience Specialist

Bailey International is a forward-thinking company dedicated to excellence in Sales Operations and Supply Chain management. We specialize in engineering, manufacturing, and sourcing hydraulic and electronic control solutions that drive key industries like agriculture, construction, and transportation. With a steadfast focus on quality, innovation, and customer success, we take pride in being a trusted partner in motion control solutions. Whether on the shop floor or in the boardroom, our culture is built on integrity, collaboration, and a commitment to continuous improvement.

Job Summary

A Customer Experience Specialist is a liaison for the customers and the business. This position is responsible for creating a wow customer experience by receiving inbound customer calls, taking and processing orders and going the extra mile to serve our customers well.

Job Responsibilities

Answers inbound calls in a professional, yet cheerful and engaging manner

Answers inbound emails in a professional, engaging manner with proper communication, knowing when to reach out to the customer via a phone call

Setting up new customer accounts in our ERP system

Provides customers with product pricing and availability

Accurately processes orders, return authorizations and quotes

Responds to customer inquiries in a timely manner

Research required information using available resources and processes

Answers basic technical questions using system information / manufacturer specification sheets and limited google searches if needed

Looks for opportunities to upselling and cross-sell products on incoming orders

Identifies sales opportunities based on a customer's sales history and potential and then make the appropriate decision on special pricing or route to Workshop Inside Sales Rep as appropriate

Handles and resolves customer complaints professionally and timely, knowing when to escalate the call

Routes calls to appropriate department, as needed using a "warm transfer" process

Continues to strengthen mechanical aptitude and knowledge

Organizes daily schedule to include inbound calls, return voicemails and conduct follow-up calls, as needed

Job Requirements

High School Diploma or GED

At least one year of work-related experience in customer service and / or sales role

Preferred

Working knowledge of cloud-based computer programs; experience with NetSuite

Experience operating a call center, cloud-based phone system

Hydraulic industry experience

Essential Job Function

Works autonomously and collaboratively in a fast past environment while maintaining a professional and upbeat attitude

Outstanding organizational, interpersonal and communication (written and verbal) skills

Sits in an office environment and / or in front of a computer for long periods of time with or without reasonable accommodations

Strong analytical and problem-solving skills

Proficient in the use of Microsoft Office programs such as Word, Excel, Outlook

Strong phone and active listening skills

Lifts up to 10 pounds with or without reasonable accommodations

Ability to work overtime and weekends based on business needs

Ability to travel up to 10% of the time for meetings, training or other business needs with or without reasonable accommodations

Walks throughout a large facility with or without reasonable accommodations

At Bailey International, we prioritize culture and seek candidates who embody our core values : Passion, Teamwork, Creativity, and Delivery. The ideal candidate brings a positive attitude, thrives in a collaborative environment, communicates proactively, and demonstrates curiosity, innovation, and adaptability. As a company rooted in continuous improvement, we encourage all employees to contribute creatively, while fostering both personal and team growth. We are committed to building an inclusive workplace where everyone feels valued and respected. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws.