Customer Experience Representative (B2B)

About the role

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.

Responsibilities

• 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.
• Collaborate and liaise 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.
• Aid 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.
• 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.

Requirements

• 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.
• Prominent 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.

Qualifications

• 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.

Benefits

• Robust Retirement Plan: Benefit from a 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions for added financial security, empowering your financial security.
• Comprehensive and Supportive Parental Leave: Experience our inclusive, gender-neutral parental leave policy, offering 16 weeks at 100% pay. Upon your return, enjoy a gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months, ensuring a balanced reintegration into the workplace.
• Generous Time Off: Enjoy ample time off to recharge and attend to life's circumstances with generous vacation and well-being day, 9 observed holidays, 1 floating holiday day, up to 15 caregiver days, and 80 hours of annual sick leave.
• Community Engagement Opportunities: Make a difference with 3 paid volunteer days each year, encouraging you to give back to the community and causes you care about.
• And Many More Benefits: Such as an offering of 3 healthcare plans with HSA contributions along with other benefits designed to support your well-being and professional growth.

Pay

The salary range for this role is USD 49,686.00 - 77,634.00 Salaried. Final salary offers are determined by multiple factors, including education, experience, internal equity, geographic location, and the candidate’s expertise, and therefore may vary from the range listed.

Schedule

This role is based in Wilmington, MA or Irvine, CA and operates on a hybrid schedule (3 days in-office).