Customer Experience Representative

About the role

As a Customer Experience Representative you will be the primary interface between our customers and internal value‑chain partners. You will deliver exceptional service, resolve issues, and help optimise order and supply‑chain processes.

Key responsibilities

• Respond to customer inquiries through designated channels, handling moderately complex cases and escalated issues.
• Support Account Managers in customer meetings and provide strategic insights.
• Gather and share customer feedback to improve inventory management and satisfaction.
• Identify and resolve order or shipping exceptions, performing root‑cause analysis.
• Execute order entry, coordinate fulfillment, and communicate proactively with customers.
• Collaborate with logistics, procurement, and operations to address issues impacting satisfaction.
• Track and report on metrics such as order accuracy and complaint resolution.
• Participate in continuous‑improvement initiatives and update SOPs.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain Management or related field, or equivalent experience.
• Minimum 2 years of customer service experience, preferably in supply‑chain or logistics.
• Strong communication skills and ability to manage complex cases independently.
• Analytical mindset with the ability to interpret data and recommend solutions.

Required skills

• Proficiency with CRM systems.
• Experience using ERP platforms.
• Advanced knowledge of Microsoft Office Suite.
• Familiarity with Lean or Six Sigma methodologies (preferred).