Customer Continuous Improvement Specialist

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 strong 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.