Customer Experience Representative

Respond to customer inquiries through designated channels in a timely, professional, and courteous manner

Handle moderately complex customer inquiries and resolve escalated issues promptly, ensuring a positive experience.

Support Account Managers by participating in select customer meetings and providing insights that align with long-term strategies.

Gather and share customer feedback to improve inventory management and enhance satisfaction within assigned programs.

Identify and resolve order or shipping exceptions, performing root cause analysis to prevent recurrence.

Executes the order entry process and manage the order fulfillment process.

Proactively communicate with customers to confirm details, resolve issues before escalation, and ensure timely delivery.

Coordinate with cross-functional teams (logistics, procurement, operations, etc.) to resolve issues impacting customer satisfaction.

Ensure adherence to company policies, trade compliance, and documentation standards.

Track and report on key metrics (order accuracy, complaint resolution, process efficiency), sharing insights to improve individual performance

Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.

Contribute to process optimization projects, updating SOPs and suggesting enhancements.

Participate in training sessions and cross-functional teams to broaden capabilities.