Sr. Customer Experience Representative

Location: 60th Street - Milwaukee, WI

About the role

As a Senior Customer Experience Representative, you’ll provide support to customers and serve as a subject matter expert on key customer issues. You will play a key role in ensuring exceptional service to our customers across Finished Goods, Rolled Goods and Nonwovens (A-bond) products. Serve as a vital link between our sales, logistics, and finance teams—managing orders, solving problems, and building lasting customer relationships.

Responsibilities

• Customer Relationship Management
  • Partner with the sales & marketing team to support customer accounts and resolve issues quickly and professionally.
  • Act as a liaison between retail and commercial customers/distributors and internal teams, to ensure smooth communication and customer satisfaction.
  • Serve as a back-up or provide assistance to the Customer Experience Lead when necessary.
• Order Management & Fulfillment
  • Process and monitor customer orders accurately, ensuring timely fulfillment from scheduling through shipping.
  • Coordinate credit, planning, shipping, and logistics to meet delivery expectations.
  • Provide order updates, delivery details, and status reports with accuracy and great attention to detail as needed.
  • Hit agreed upon daily, monthly and annual KPI’s for the individual and department.
• Issue Resolution & Support
  • Handle incoming customer inquiries via phone or email with a solutions-focused mindset.
  • Ability to present strong knowledge product and application questions, providing accurate pricing, availability, and other information.
  • Investigate complaints and coordinate with the Customer Experience Supervisor to determine root causes and implement corrective actions.
  • Resolve billing/payment issues, issue credits, and manage rebate processes as needed.
• Documentation & Reporting
  • Maintain accurate customer files and order records in all online systems including the CRM.
  • Assist with document creation and maintaining product support SOP’s.

Required Skills & Qualifications

• 2-4 years experience in a customer service or order management role, preferably in manufacturing
• Strong verbal and written communication skills with a customer-first attitude.
• Excellent problem-solving, follow-through, and organizational skills.
• Ability to work collaboratively and/or independently in a fast-paced environment.
• Proficiency with Microsoft Excel, Word, Outlook; ERP and CRM (HubSpot or equivalent) experience preferred.

Benefits

We frequently seek avenues to enhance our total rewards package as we recognize that our associates are a significant asset to our success and the community! All benefits are available to you from day one!

• Medical insurance
• Flex Spending Account
• Dental
• Vision
• Voluntary Supplemental insurance
• Employee Assistance Program
• Short-term Disability
• Long-term Disability
• 401K (100% company match on the first 4% & total company match of 5%)
• Employee Referral Bonus