Customer Experience Representative

Customer Experience Specialist

Job summary:

This role serves as the primary point of contact for customers throughout the order fulfillment process, ensuring orders are processed accurately and delivered on time. The position supports customer satisfaction by coordinating with internal teams and external partners, resolving issues proactively, and maintaining a high level of responsiveness and service.

Key Responsibilities:

• Process customer purchase orders from receipt through invoicing while ensuring accuracy throughout the order lifecycle.
• Enter and maintain customer order information within SAP and related business systems.
• Coordinate with supply chain, logistics, planning, credit, sales, marketing, warehouses, and transportation providers to support customer requirements.
• Provide updates on order status, shipment activity, and delivery schedules while addressing customer inquiries in a timely manner.
• Generate and distribute order acknowledgments, invoices, and supporting documentation accurately and on schedule.
• Support customers through procurement portals, logistics platforms, and documentation requirements as needed.
• Identify and resolve order discrepancies, shipping issues, and other customer concerns with a proactive, solutions-oriented approach.
• Monitor order progress and communicate potential delays or risks before they impact customers.
• Assist with process improvements that enhance efficiency, accuracy, and the overall customer experience.
• Share best practices and provide support to team members when training opportunities arise.
• Maintain accurate customer records and transaction details within company systems.
• Support domestic and international customers while delivering a high level of service and professionalism.

Requirements:

• Schedule:
  
  Monday through Friday, 8:00 AM - 5:00 PM, with flexibility as needed.
• Hybrid schedule: 4 days onsite and 1 day remote.
• High school diploma or GED required.
• Minimum of 4 years of customer service experience, preferably within a manufacturing, distribution, or export-focused environment.
• Strong communication, customer service, and problem-solving abilities.
• Ability to manage multiple priorities while maintaining attention to detail and accuracy.
• Experience working with Microsoft Office applications.
• SAP experience is highly preferred.
• Familiarity with transportation, shipping practices, logistics processes, or Incoterms is a plus.
• Ability to work independently while collaborating effectively across multiple departments.

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