Sr. Customer Experience Rep

Join Our Team

Are you passionate about delivering exceptional customer experiences and solving complex customer challenges? We're looking for a Senior Customer Experience Representative who thrives in a fast-paced environment, enjoys helping customers, and brings a proactive approach to problem-solving.

In this role, you'll serve as a trusted resource for customers by resolving inquiries, coordinating solutions across multiple departments, and ensuring every interaction reflects a high level of professionalism and service excellence.

What You'll Do

• Act as a primary point of contact for customer inquiries regarding products, services, orders, shipments, returns, billing, and account-related requests.
• Provide timely and accurate solutions while delivering an exceptional customer experience.
• Research and resolve complex customer issues using internal systems, databases, and company resources.
• Coordinate with Sales, Technical Support, Billing, Operations, and other departments to ensure customer needs are met.
• Track and document customer interactions, concerns, and resolutions within company systems.
• Investigate shipment status, order discrepancies, and return requests while providing proactive updates to customers.
• Identify recurring customer concerns and communicate trends to appropriate business partners to drive continuous improvement.
• Create and maintain customer-facing and internal documentation as needed.
• Exercise sound judgment and decision-making when managing escalated customer situations.
• Support process improvement initiatives that enhance operational efficiency and customer satisfaction.

What We're Looking For

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 3+ years of experience in Customer Service, Customer Support, Customer Experience, Account Management Support, or Call Center environments.
• Minimum of 1 year of experience handling complex customer issues or escalations.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Experience utilizing CRM platforms, databases, and business applications.
• Ability to manage multiple priorities and work independently with minimal supervision.
• Strong attention to detail and organizational skills.

Preferred Qualifications

• Experience supporting business-to-business (B2B) customers.
• Experience in logistics, order management, distribution, technology, or related industries.
• Ability to analyze customer feedback and identify opportunities for process improvements.
• Proven track record of delivering high customer satisfaction results.

What Makes You Successful

• Customer-focused with a passion for helping others.
• Comfortable handling complex situations and finding effective solutions.
• Strong attention to detail and commitment to accuracy.
• Collaborative team player who can build relationships across departments.
• Self-motivated and capable of working independently while managing competing priorities.

Why You'll Love This Opportunity

• Opportunity to make a direct impact on customer satisfaction and business success.
• Collaborative and supportive work environment.
• Exposure to multiple areas of the business.
• Professional growth and development opportunities.
• Stable organization with opportunities for career advancement.