As a Customer Experience Representative, you are the interface between the customer and the business value chain partners, delivering exceptional service to our customers. You provide solutions to the customer while managing operational needs and collaborating closely with functional partners (manufacturing, marketing, supply chain, etc.) to meet company objectives.

Responsibilities

Customer Engagement & Issue Resolution

Respond to customer inquiries through designated channels in a timely, professional, and courteous manner
Handle moderately complex customer inquiries and resolve escalated issues promptly, ensuring a positive experience.
Support Account Managers by participating in select customer meetings and providing insights that align with long-term strategies.
Gather and share customer feedback to improve inventory management and enhance satisfaction within assigned programs.
Identify and resolve order or shipping exceptions, performing root cause analysis to prevent recurrence.

Order Management & Process Coordination

Executes the order entry process and manage the order fulfillment process.
Proactively communicate with customers to confirm details, resolve issues before escalation, and ensure timely delivery.
Coordinate with cross-functional teams (logistics, procurement, operations, etc.) to resolve issues impacting customer satisfaction.
Ensure adherence to company policies, trade compliance, and documentation standards.

Process Improvement & Collaboration

Track and report on key metrics (order accuracy, complaint resolution, process efficiency), sharing insights to improve individual performance
Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
Contribute to process optimization projects, updating SOPs and suggesting enhancements.
Participate in training sessions and cross-functional teams to broaden capabilities.

Requirements

Bachelor's degree in a relevant field such as Business Administration, Supply Chain Management or related discipline, or equivalent relevant experience in customer service or sales support.
2+ years of customer service experience, preferably in supply chain or logistics.
Strong communication skills and ability to manage complex cases.
Proficiency in CRM systems, ERP platforms, and Microsoft Office Suite.
Analytical mindset with ability to interpret data and recommend solutions.
Demonstrated ability to work independently and lead by example.

Preferred Skills

Experience with process improvement or continuous improvement methodologies (Lean, Six Sigma).
Familiarity with advanced supply chain concepts and systems.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Work Environment

Office based, 4 days onsite
Standard office hours, occasional overtime may be required

Key Competencies

Proactive customer advocacy
Digital innovation and adoption
Process improvement mindset
Analytical thinking
Mentorship and teamwork
Adaptability and resilience