Customer Representative

About the Role

The Customer Experience Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer cases and involves the ability to interpret customer needs and follow through to resolution. Each Customer Experience Representative will support customers via phone and mailbox and will own the funnel of customer‑facing activities related to emergency order fulfillment, issue/collection creation, invoice inquiries, drive self‑adoption and critical issue resolution.

This role requires a high level of expertise relating to customers in a consultative capacity to proactively identify account health related issues and seek the best customer experience, with a strong drive for results.

The Customer Experience Representative needs to develop close relationships and work effectively with customers, vendors, and internal partners to resolve situations, identify solutions, and facilitate thorough communication between all affected stakeholders.

• Monitor and manage account health by addressing key issues, ensuring timely and effective resolution.
• Analyze customer operational data, including cycle times and asset movements, implementing control measures to enhance accuracy and efficiency.
• Lead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.
• Prepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision‑making.
• Identify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.
• Resolve customer inquiries, including invoice disputes and operational challenges, by conducting root cause analysis and providing strategic recommendations for long‑term improvements.
• Collaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.
• Support the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues.

3 – 5 Years Customer Service, Supply Chain or Account Management experience

• Technical user: SAP;
  Salesforce;
  Blue View, Blue Yonder;
  Four Kites, MyCHEP, BRIX, PowerBI (will train)
• Strong interpersonal & communication skills
• Detail oriented with strong analytical skills
• High learning agility (complex programs and billing structures across multiple products)
• Ability to multi‑task and effectively manage time and resources
• Knowledge of the manufacturer/retail industry & market, and supply chain
• Ability to work in a matrix environment

• Providing logistics support and acting as liaison between the customer and Container Logistics for any e‑loads (charges), delays or amendments
• Support Transaction Management corrections and research for stock balance accuracy
• Support customer account health across programs and systems, such as: SAP, Blue Yonder, Four Kites, Salesforce, Blue View, MyCHEP, BRIX, Power BI, Medallia
• Support the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships
• Providing program specific support to the Account Managers with regards to risk priorities and pro‑active account monitoring
• Responsible for a portfolio of priority accounts for account monitoring and problem resolution
• Resolving queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed
• Logging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolution
• Perform supplier maintenance tasks such as business reviews, account monitoring and problem resolution
• Continuous process improvements for initiatives and programs
• Additional customer trainings and sharing of best practices as required

• Competitive Pay
• Benefits Day 1!
• 401K w/ company match (up to 4%)
• Free company‑paid vision, short‑term disability, and…