Position title
Customer Experience Specialist

Reporting to the Sr. Director of Marketing, the Customer Experience Specialist serves our internal and external customers in a way that aligns to our Mission, Vision, and Quality Standards. This position works closely across the organization and is expected to identify areas for improvement that impact the overall experience, provide feedback on opportunities to improve sales, and deepen customer relationships. 

A true professional who seeks to understand customer needs and offer value-added solutions, while demonstrating the honesty and integrity of IMI’s core values. 

  •  Records incoming leads and inquiries from all industry partners including, but not limited to distributors, dealers, and end users
  • Verifies product pricing as well as credit terms, shipping terms, and other terms and conditions of the sales
  • Inputs and tracks sales orders accurately and on a timely basis to ensure prompt fulfillment of customer orders 
  • Monitors customer orders and communicates regularly as needed throughout the order management process
  • Notifies management of order processing issues, identifying circumstances around the issues, and suggested corrective actions/modifications to processing routines 
  • Clearly and accurately documents all customer interactions 
  • Works cooperatively with team members to accomplish work 
  • Facilitate communication from the customer to other team members 
  • Coordinate Customer Experience Desk activities as needed, including distributing correspondence and redirecting phone calls 
  • Requests assistance from and provides assistance to team members as needed (effective utilization of team capabilities/resources) 
  • Handles additional responsibilities and projects as needed or as outlined in individual development plans
  • General and business education equivalent to a high school diploma (some advanced education at the Associate degree level preferred)
  • 3 – 4 years of progressive experience in sales administration and/or business office operations 
  • Strong communication (oral and written) and interpersonal skills to work effectively with company colleagues, distributors, and customers 
  • Exceptional phone etiquette and listening skills 
  • Ability to think critically to resolve customer concerns in a timely manner 
  • Ability to learn, understand, and follow complex processes 
  • Collaborative, organized, and detail oriented 
  • Understanding of credit policies and practices as well as shipping policies and practices 
  • Familiarity with PCs and applicable software, including word processing, spreadsheets, and database applications 
  • Adaptability to undertake assignments outside of the usual scope of the position’s responsibilities 
  • Sufficient manual dexterity for operation of PC keyboard and other standard office equipment 
  • Ability to lift and carry up to 25 lbs. 
Employment Type
Job Location
3183 Black Gap Rd, Chambersburg, PA, 17202
Date posted
August 23, 2022
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Position: Customer Experience Specialist

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