Customer Experience Specialist

About the company

S&C Electric Company

Electrical/electronic manufacturing · 1,001 to 5,000 employees

What you'll do

• Customer Experience & Visitor Program Management: Coordinate and manage the end-to-end customer and visitor experience at corporate headquarters, from initial visit planning through post-visit follow-up. Ensure a consistent, professional, and high-quality experience that reflects the organization's brand, values, and customer engagement objectives.
• Visitor Hosting & Relationship Management: Serve as the primary host and onsite liaison for customers, community groups, government officials, and other visitors. Deliver a welcoming and organized experience while coordinating visitor registration, badging, wayfinding, facility access, and onsite logistics.
• Headquarters Tour Program Collaboration: Develop, execute, and continuously improve a structured headquarters and manufacturing tour program. Coordinate tour scheduling, visitor intake, logistics, standardized messaging, presenter training, and audience-specific content to ensure consistent and engaging visitor experience.
• Facility Tours & Product Demonstrations: Conduct facility tours and product demonstrations for customers and visitors, effectively communicating company capabilities, products, value proposition, and market leadership. Tailor presentations and messaging to meet the needs of diverse audiences.
• Meeting, Event, & Hospitality Coordination: Coordinate meeting room reservations, hospitality services, food and beverage arrangements, promotional materials, and visitor amenities. Ensure all meetings, events, and customer engagements are professionally planned, executed, and supported.
• Meeting Space, Demo Area & Facility Readiness: Ensure meeting rooms, demonstration areas, visitor spaces, and signage remain clean, functional, and presentation-ready. Configure room layouts, maintain equipment readiness, and coordinate repairs, installations, and maintenance activities with Facilities, IT, contractors, and other support teams.
• Audiovisual & Technology Support: Set up, test, troubleshoot, and support audiovisual and presentation technologies used during customer meetings, tours, events, and demonstrations. Maintain readiness of AV systems and ensure seamless execution of onsite experiences.
• Customer Experience Continuous Improvement: Collect visitor feedback, analyze program effectiveness, and implement improvements that enhance customer satisfaction and visitor engagement. Partner with leadership to establish success metrics, evaluate program performance, and identify opportunities for improvement.
• Brand Experience Management: Support the management of onsite branding elements, including lobby displays, signage, artwork, and customer-facing environments. Ensure alignment with corporate brand standards and consistent visitor experience across all facilities.
• Cross-Functional Collaboration: Partner with Commercial, Product Management, Marketing, Operations, Facilities, IT, and other internal stakeholders to coordinate customer experiences, maintain visitor-facing spaces, and support successful execution of tours, demonstrations, and events.
• Compliance: Understand and comply with all applicable company policies, procedures, safety requirements, and visitor protocols.
• Respond appropriately to onsite emergencies, support visitor safety efforts, and maintain readiness to learn and use emergency response procedures and equipment, including AEDs.
• Maintain regular and punctual attendance.
• Attend in-person or virtual meetings as requested or required.
• Communicate effectively and respectfully with others.
• Other responsibilities as assigned.
• Bachelor’s degree in Business, Marketing, Communications Hospitality, or related field; relevant experience preferred.
• 3-5 years of experience in customer experience, hospitality, visitor services, event coordination, executive meeting support, office administration, or a related customer-facing role.
• Strong customer service orientation with the ability to anticipate needs and create exceptional customer experiences.
• Excellent verbal and written communication skills with the ability to interact professionally with customers, executives, visitors, and internal stakeholders.
• Strong organizational and coordination skills with the ability to manage multiple priorities, deadlines, and customer requests simultaneously.
• Demonstrated ability to coordinate meetings, demonstrations, tours, and events with attention to detail and accuracy.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Strong problem-solving skills with the ability to adapt quickly to changing schedules, priorities, and customer needs.
• Proficiency with Microsoft Office applications, Teams, scheduling and calendar management tools, and basic audiovisual technologies.
• Proficiency with standard office, AV, and presentation technologies, with the ability to troubleshoot basic technical issues, support demonstration functionality, and quickly learn new systems and tools.
• Ability to conduct facility tours, provide visitor guidance, and represent S&C professionally in customer-facing situations.
• Ability to work effectively within a manufacturing and corporate environment while adhering to safety, security, and operational requirements.
• Ability to maintain regular, punctual onsite attendance and provide schedule flexibility to support customer visits, tours, meetings, and events that may occur outside standard business hours.
• Ability to multitask and implement multiple initiatives simultaneously.
• Strong attention to detail and ability to deliver consistent execution across programs.
• Master’s degree in Business, Marketing, Communications Hospitality, or related field.
• Experience supporting executive-level customer meetings, briefings, or events.
• Experience in a B2B, industrial, manufacturing, or utility environment.
• Experience supporting audiovisual technology and presentation systems.
• Experience coordinating facility tours, visitor programs, or demonstration center operations.
• Public speaking and presentation skills.
• Knowledge of customer experience best practices and hospitality standards.
• Experience coordinating food service, hospitality programs, and customer amenities.
• Familiarity with visitor management, event management, CRM, or scheduling software.
• Knowledge of S&C products, services, customers, and industry applications.

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