Senior Customer Experience Representative

• Act as a primary point of contact for customer inquiries regarding products, services, orders, shipments, returns, billing, and account-related requests
• Provide timely and accurate solutions while delivering an exceptional customer experience
• Research and resolve complex customer issues using internal systems, databases, and company resources
• Coordinate with Sales, Technical Support, Billing, Operations, and other departments to ensure customer needs are met
• Track and document customer interactions, concerns, and resolutions within company systems
• Investigate shipment status, order discrepancies, and return requests while providing proactive updates to customers
• Identify recurring customer concerns and communicate trends to appropriate business partners to drive continuous improvement
• Create and maintain customer-facing and internal documentation as needed
• Exercise sound judgment and decision-making when managing escalated customer situations
• Support process improvement initiatives that enhance operational efficiency and customer satisfaction

• Bachelor's degree or equivalent combination of education and relevant experience
• 3+ years of experience in Customer Service, Customer Support, Customer Experience, Account Management Support, or Call Center environments
• Minimum of 1 year of experience handling complex customer issues or escalations
• Strong verbal and written communication skills
• Excellent problem-solving and conflict-resolution abilities
• Experience utilizing CRM platforms, databases, and business applications
• Ability to manage multiple priorities and work independently with minimal supervision
• Strong attention to detail and organizational skills
• Experience supporting business-to-business (B2B) customers
• Experience in logistics, order management, distribution, technology, or related industries
• Ability to analyze customer feedback and identify opportunities for process improvements
• Proven track record of delivering high customer satisfaction results
• Must pass a drug test
• Must successfully pass a pre-employment (post offer) background check

Demonstrates expertise in customer service and support, with a strong focus on problem-solving, communication, and process improvement. Proven ability to manage complex customer issues and deliver high satisfaction results in a B2B environment.

• Customer Service Experience
• CRM Platform Utilization
• Problem-Solving Skills
• Communication Skills
• Process Improvement

• Customer Support
• Account Management Support
• Order Management
• Logistics
• Complex Issue Resolution
• Data Analysis
• Documentation Creation
• Escalation Management
• Operational Efficiency
• Attention to Detail

• Verbal Communication
• Written Communication
• Conflict Resolution
• Organizational Skills
• Judgment and Decision-Making

• B2B Customer Support
• Customer Experience
• Call Center
• Distribution
• Technology

• CRM Platforms
• Databases
• Business Applications