Customer Experience Representative

Job Description

Job Description

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.

Key Responsibilities

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

If you are interested in this opportunity, please be sure to hit that APPLY button!

Pay Details: $24.00 to $25.00 per hour

Search managed by: Jenny Coyle

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to -privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.