Customer Experience 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. 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