Customer Experience Representative

Customer Experience Representative

We are seeking a customer-focused and detail-oriented Customer Experience Representative to serve as the primary point of contact between customers and internal business teams. In this role, you will manage customer inquiries, oversee order fulfillment activities, resolve issues, and collaborate with cross-functional teams to ensure an exceptional customer experience. This is an excellent opportunity for professionals who enjoy building relationships, solving problems, and working in a fast-paced, collaborative environment.

Customer Service & Relationship Management

• Respond to customer inquiries promptly and professionally via phone, email, and other communication channels.
• Resolve customer concerns and escalated issues to ensure a positive experience.
• Build strong customer relationships by understanding business needs and providing effective solutions.
• Gather customer feedback and share insights to support service improvements.
• Participate in customer meetings and support account management initiatives as needed.

Order Management & Fulfillment

• Process customer orders accurately and manage the order fulfillment lifecycle.
• Communicate proactively with customers regarding order status, shipments, and issue resolution.
• Partner with operations, logistics, procurement, and other internal teams to ensure timely delivery and customer satisfaction.
• Investigate and resolve order discrepancies, shipping issues, and service interruptions.

Continuous Improvement & Reporting

• Monitor key performance metrics such as order accuracy, customer satisfaction, and issue resolution.
• Support process improvement initiatives that enhance operational efficiency and customer experience.
• Maintain accurate documentation and ensure compliance with company policies and procedures.
• Contribute to updating processes, best practices, and standard operating procedures.

• Bachelor's degree in Business, Supply Chain, Logistics, or a related field, or equivalent relevant experience.
• Minimum of 2 years of customer service, customer support, sales support, supply chain, logistics, or order management experience.
• Strong written and verbal communication skills.
• Experience managing multiple priorities in a fast-paced environment.
• Proficiency with CRM systems, ERP platforms, and Microsoft Office applications.
• Strong analytical and problem-solving abilities.

• Experience working in manufacturing, distribution, supply chain, or logistics environments.
• Exposure to process improvement methodologies such as Lean or Six Sigma.
• Ability to analyze data and provide actionable recommendations.
• Proven ability to work independently while collaborating effectively across teams.

• Customer-focused mindset
• Relationship building and communication
• Order management and coordination
• Problem-solving and conflict resolution
• Data analysis and reporting
• Process improvement
• Adaptability and teamwork
• Time management and organization skills