Job Description

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