Position Overview

We are seeking a Customer Service Specialist to support customer experience and operational performance within a Distribution Center environment.

This position serves as a key link between customers and distribution operations, helping resolve service-related issues while identifying opportunities to improve processes, reduce complexity, and prevent recurring problems. The successful candidate will combine customer-facing experience, supply chain/distribution knowledge, and continuous improvement methodologies to drive measurable improvements in service performance and customer satisfaction.

Key Responsibilities

Continuous Improvement

- Lead improvement initiatives related to quality claims, customer returns, ordering processes, and delivery performance.
- Analyze operational and service performance gaps to identify root causes and improvement opportunities.
- Develop and implement sustainable corrective actions to prevent recurring customer issues.
- Support Lean Ordering initiatives and efforts to reduce complexity within distribution and delivery processes.
- Partner with distribution and other internal teams to improve operational efficiency and customer service.

Customer Escalation & Problem Resolution

- Serve as a key escalation point for customers experiencing operational or service-related issues.
- Investigate problems involving customer orders, returns, deliveries, quality claims, and distribution processes.
- Coordinate with internal teams to identify root causes,



implement corrective actions, and restore customer service levels.
- Promote a solid customer-focused mindset across operational teams.

Customer Engagement

- Meet directly with customers, both virtually and face-to-face, to discuss service performance and operational concerns.
- Develop and manage joint improvement plans with customers and internal stakeholders.
- Support customer scorecards, Quarterly Business Reviews (QBRs), and service recovery initiatives.
- Communicate progress on corrective actions and continuous improvement initiatives.
- Build collaborative relationships between customers and distribution operations.

Desired Qualifications

- Experience within distribution, logistics, supply chain, order fulfillment, manufacturing, or a related operational environment.
- Experience handling customer escalations, complaints, returns, quality claims, or service-performance issues.
- Demonstrated experience with continuous improvement, process improvement, root cause analysis, and corrective actions.
- Familiarity with Lean principles and operational excellence methodologies.
- Experience analyzing KPIs, customer scorecards, service levels, or operational performance data.
- Strong customer-facing communication and stakeholder-management skills.
- Ability to work cross-functionally with customers, distribution teams, operations, quality, and supply chain stakeholders.
- Strong analytical and structured problem-solving skills.

📌 Customer Continuous Improvement Specialist (Milton)
🏢 Artech
📍 Milton