Job Description

Job Summary

As a Customer Experience Representative, you will be responsible for completing all duties of an Associate Customer Experience Representative as well as managing more complex customer accounts, ensuring smooth order processing, escalation handling, and proactive customer support. You will act as a key interface between customers, sales, and operations, balancing order fulfillment, issue resolution, and process improvements. With strong SAP expertise, you will manage end-to-end order lifecycles, analyze trends in customer issues, and contribute to workflow optimization. This role requires a higher level of autonomy and the ability to handle moderate to high-complex customer cases.

Key Responsibilities

Order & Account Management

• Process and manage customer orders in SAP, including special requests, complex configurations, and order modifications.
• Monitor order fulfillment, proactively identifying potential disruptions and working with internal teams to resolve them.
• Maintain customer master data in SAP, ensuring accuracy in pricing, delivery details, and contract terms.
• Analyze order patterns to anticipate potential supply chain or customer service issues.\

Customer Communication & Relationship Management

• Serve as the primary contact for assigned mid- to high-tier customers, ensuring prompt and professional communication.
• Address complex inquiries related to pricing, delivery schedules, and order discrepancies, escalating as needed.
• Lead customer meetings and provide reports on order status, back orders, and fulfillment performance.
• Work closely with the sales team to support customer account strategies and ensure a seamless customer experience.

Issue Resolution & Escalation Handling

• Investigate and resolve moderate to complex customer issues, including order delays, invoicing discrepancies, and returns.
• Act as the key liaison between sales, operations, and logistics to resolve escalations efficiently.
• Develop a structured approach for issue resolution, ensuring root causes are identified and mitigated.
• Process Improvement & System Expertise
• Contribute to continuous process improvement initiatives, identifying inefficiencies and suggesting enhancements.
• Serve as a SAP expert, training junior team members on best practices in order management and issue resolution.
• Work with cross-functional teams to optimize customer service workflows and reduce manual interventions

Qualifications

• Education: Bachelor's degree in business administration, Supply Chain, or a related field preferred, or equivalent on job experience
• Experience: 2-5 years of experience in customer experience, order management, or supply chain management. Experience handling moderate to complex customer accounts
• Technical Skills: - At least 2 years working with ERP systems, SAP order management expertise preferred. Strong proficiency in Microsoft Excel and data analysis tools.
• Problem-Solving: Strong analytical skills to diagnose customer issues, identify root causes, and implement solutions.
• Communication Skills: Ability to communicate professionally with internal and external stakeholders at multiple levels.
• Process Ownership: Ability to work independently while ensuring cross-functional alignment.

Additional Information

Equal Opportunity Employer, including disability / veterans.