Customer Experience Representative

We are looking for a motivated and detail-oriented individual to join our newly formed Customer Experience (CX) team, where our focus is on enhancing the overall customer experience through dedicated support. As a Customer Experience Representative, you will manage a defined group of customers, building and maintaining strong relationships that support business growth. With a customer-focused mindset, you will own the end-to-end inquiry-to-order process-ensuring a seamless experience from initial quotation through order entry, confirmation, tracking, and post-delivery issue resolution. You will serve as a key liaison between customers and internal teams, ensuring needs are met efficiently, accurately, and in alignment with standard operating procedures. This role is based in Wilmington, MA and operates on a hybrid schedule (3 days in-office). What you’ll be doing:

• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Proactively communicate with our customers on a wide array of needs. Communicate changes to product lead times, inventory availability, or other order-related updates to customers and internal teams.
• Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring all data is accurate, complete, and up-to- date.
• Process credit card payments and support financial operations for efficient customer account setup and issue resolution.
• Collaborate and liase with internal teams to ensure the customer’s needs are prioritized and followed up on.
• Monitor and maintain delivery timelines to ensure alignment with customer expectations.
• Provide timely and accurate order status updates, including shipment tracking information, as requested by customers.
• Assist in the preparation and follow-up of customer quotations, ensuring accuracy and alignment with customer requirements. Follow-up with customers and/or Sales on quoted product with intent to order.
• Proactively identify and resolve order discrepancies, working closely with the warehouse and operations teams.
• Maintain and update sales agreements, pricing, and customer information in the ERP system and relevant databases.
• Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction.
• Provide support for online customer interactions, including WebChat/Teams, ensuring a consistent and professional experience.
• Attend team meetings, training sessions, and workshops to enhance professional knowledge and contribute to organizational success.
• Ensure customer records, including contacts, addresses, and account information, are accurate and up to date in the CRM/ERP system.
• Support data cleanup initiatives to enhance data integrity and prepare for future integration and system improvement projects.
• Perform other duties as assigned or directed by the manager. This is what you’ll need to be successful in this role:
• 2+ years of experience in B2B customer service, inside sales, or a related customer-facing role.
• Strong verbal and written communication skills, with the ability to engage effectively with both internal teams and external customers.
• Demonstrated ability to build and maintain customer relationships, including comfort with phone and/or in-person interactions as needed.
• Proactive, solutions-oriented mindset with solid analytical and problem-solving skills to resolve issues efficiently.
• High level of accuracy and organization, with attention to detail in order entry and customer data management.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and experience using CRM/ERP systems; familiarity with Microsoft Dynamics/AX is a plus.
• Proven ability to develop and sustain strong customer relationships with professionalism and credibility.
• Ability to prioritize effectively and manage multiple tasks in a fast-paced environment.
• Familiarity with standard operating procedures and a commitment to following and improving them where appropriate.
• Collaborative and approachable style, with strong interpersonal skills to work across teams and functions.
• Detail-oriented with a proactive approach to identifying and resolving challenges. Physical Demands:
• Mobility: Must be able to sit at a desk for extended periods, and occasionally lift or carry office supplies and equipment up to 10 pounds.
• Vision and Hearing: Ability to use a computer and read documents. Effective communication skills to interact with colleagues and clients.
• Work Environment: Typical office setting with moderate noise levels and standard office equipment. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions. We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.