Customer Service Representative

Customer Experience Representative

Location: Northeast Ohio (Hybrid – 4 Days Onsite / 1 Day Remote) Job Type: Contract

We are seeking a customer-focused Customer Experience Representative to serve as a key liaison between customers and internal business teams. This role is responsible for delivering exceptional service, resolving customer issues, managing order fulfillment activities, and collaborating with cross-functional partners to ensure a seamless customer experience.

Customer Engagement & Issue Resolution

• Respond to customer inquiries promptly and professionally through various communication channels.
• Manage customer concerns and resolve escalated issues while ensuring a positive customer experience.
• Support customer-facing teams by participating in customer meetings and providing operational insights.
• Gather and communicate customer feedback to enhance service levels and program effectiveness.
• Investigate order and shipping issues, perform root cause analysis, and implement corrective actions.

Order Management & Process Coordination

• Process customer orders and manage the order fulfillment lifecycle.
• Proactively communicate with customers regarding order status, delivery schedules, and issue resolution.
• Coordinate with logistics, procurement, operations, and other internal teams to resolve customer-impacting issues.
• Ensure compliance with company policies, documentation requirements, and operational standards.

Continuous Improvement & Collaboration

• Monitor and report key performance metrics related to customer service and operational efficiency.
• Participate in continuous improvement initiatives focused on enhancing customer satisfaction and business processes.
• Contribute to process optimization efforts, including updating procedures and recommending improvements.
• Collaborate with cross-functional teams and participate in ongoing training and development activities.

Qualifications

• Minimum 2 years of customer service experience; experience in supply chain, logistics, manufacturing, or a related field is preferred.
• Strong communication, problem-solving, and relationship-building skills.
• Proficiency with CRM systems, ERP platforms (SAP), and Microsoft Office applications.
• Strong analytical skills with the ability to interpret data and make recommendations.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Bachelor's degree

Preferred Qualifications

• Experience with Lean, Six Sigma, or other continuous improvement methodologies.
• Knowledge of supply chain operations, order management, and logistics processes.
• Experience utilizing business systems and data analysis tools to identify trends and improve performance.

Key Competencies

• Customer relationship management
• Customer advocacy and service excellence
• Process improvement mindset
• Data analysis and reporting
• Supply chain coordination
• Collaboration and teamwork
• Adaptability and problem-solving
• Strong organizational and communication skills