Customer Experience Representative

About the role

The Customer Experience Representative acts as the primary interface between customers and the company's value‑chain partners. You will deliver exceptional service, resolve issues, and collaborate with functional teams such as manufacturing, marketing, and supply chain to meet business objectives.

Key responsibilities

• Respond to customer inquiries through designated channels promptly and courteously.
• Handle moderately complex cases, resolve escalated issues, and support account managers in customer meetings.
• 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, manage fulfillment, and communicate order details to customers.
• Coordinate 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, update SOPs, and suggest process enhancements.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain Management, or related field, or equivalent experience.
• 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.

What we offer

• Office‑based work with four days onsite per week.
• Standard office hours with occasional overtime as needed.