Customer Experience Representative; B2B

Customer Experience Representative (B2B)

We are looking for a motivated and detail-oriented individual to join our newly formed Customer Experience (CX) team, where our focus is on enhancing the overall customer experience through dedicated support. As a Customer Experience Representative, you will manage a defined group of customers, building and maintaining strong relationships that support business growth. With a customer-focused mindset, you will own the end-to-end inquiry-to-order process—ensuring a seamless experience from initial quotation through order entry, confirmation, tracking, and post-delivery issue resolution.

You will serve as a key liaison between customers and internal teams, ensuring needs are met efficiently, accurately, and in alignment with standard operating procedures. This role is based in Wilmington, MA and operates on a hybrid schedule (3 days in-office).

What you'll be doing:

• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Proactively communicate with our customers on a wide array of needs. Communicate changes to product lead times, inventory availability, or other order-related updates to customers and internal teams.
• Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring all data is accurate, complete, and up-to-date.
• Process credit card payments and support financial operations for efficient customer account setup and issue resolution.
• Collaborate and liaise with internal teams to ensure the customer's needs are prioritized and followed up on.
• Monitor and maintain delivery timelines to ensure alignment with customer expectations.
• Provide timely and accurate order status updates, including shipment tracking information, as requested by customers.
• Assist in the preparation and follow-up of customer quotations, ensuring accuracy and alignment with customer requirements. Follow-up with customers and/or Sales on quoted product with intent to order.
• Proactively identify and resolve order discrepancies, working closely with the warehouse and operations teams.
• Maintain and update sales agreements, pricing, and customer information in the ERP system and relevant databases.
• Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction.
• Provide support for online customer interactions, including Web Chat/Teams, ensuring a consistent and professional experience.
• Attend team meetings, training sessions, and workshops to enhance professional knowledge and contribute to organizational success.
• Ensure customer records, including contacts, addresses, and account information, are accurate and up to date in the CRM/ERP system.
• Support data cleanup initiatives to enhance data integrity and prepare for future integration and system improvement projects.
• Perform other duties as assigned or directed by the manager.

This is what you'll need to be successful in this role:

• 2+ years of experience in B2B customer service, inside sales, or a related customer-facing role.
• Strong verbal and written communication skills, with the ability to engage effectively with both internal teams and external customers.
• Demonstrated ability to build and maintain customer relationships, including comfort with phone and/or in-person interactions as needed.
• Proactive, solutions-oriented mindset with solid analytical and problem-solving skills to resolve issues efficiently.
• High level of accuracy and organization, with attention to detail in order entry and customer data management.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and experience using CRM/ERP systems; familiarity with Microsoft Dynamics/AX is a plus.
• Proven ability to develop and sustain…