Customer Experience Representative

Customer Experience Representative

This position is responsible for ensuring the best service experience for our customer, performing the critical analysis on inventory availability versus forecasting and agreed sales terms, providing the most adequate delivery date we can assure to deliver. This role acts as a point of escalation, ensures adherence to service standards, and drives continuous improvement in customer satisfaction. The ideal candidate combines strong interpersonal skills with operational excellence capabilities.

Key responsibilities include:

• Perform the Sales Order critical analysis on inventory availability versus forecasting and agreed sales terms.
• Coordination with the Planning team of the evaluation of material availability.
• Record of reasons for the delay with sales orders that did not meet the date requested by the client.
• Be the focal point of customer contact in relation to their orders.
• Handle complex or escalated customer inquiries and complaints with professionalism and empathy.
• Monitor team performance KPIs, identifying areas for improvement.
• Collaborate with cross-functional teams (Sales, Logistics, Finance) to resolve customer issues.
• Develop and implement process improvements to enhance service quality and efficiency.
• Support training of new team members in-the-job activities.
• Prepare reports and insights for the leadership on customer service performance and trends.
• Follow up the agreed Slow/Move Stock actions with account managers and customers.
• Be part of the S&OE and S&OP meetings and support the preparation.
• Prepare and keep updated manuals, procedures, and work instructions.
• Ensure compliance with company policies, procedures, and service standards.

Qualifications:

• Bachelor's degree in business administration, Communications, or related field (preferred).
• 5+ years of experience in customer service, with at least 2 years in a senior role.
• Proficiency in customer service tools (e.g. SAP).
• Ability to work under pressure and manage multiple priorities.

Preferred skills:

• Customers Focus
• Analysis Skills
• Collaboration and teamwork
• Work-improvement
• Excellent Communication Skills
• Problem-solving abilities.
• English proficiency