Customer Experience Representative

About the Role

The Customer Experience Representative serves as a central point of coordination between customers, Sales Representatives, and internal teams, ensuring a seamless, accurate, and high-quality customer experience. This role combines customer support with operational execution, requiring strong attention to detail, sound judgment, and the ability to manage multiple priorities effectively.

You’ll play a critical role in supporting day-to-day operations, maintaining data integrity, and proactively resolving issues that impact the customer experience. We’re seeking someone who is organized, responsive, and takes ownership of their work in a fast-paced environment.

What You’ll Do

• Process customer and Sales Representative orders with a high degree of accuracy and attention to detail
• Serve as a primary point of contact for inbound customer inquiries, including order status, delivery updates, and product-related questions
• Proactively communicate with customers to provide updates, resolve issues, and ensure a smooth order experience
• Maintain and update customer account information, including licenses, payment details, Sales Representative assignments, and territory data
• Support new account setup by collecting, reviewing, and validating required documentation (applications, licenses, payment information)
• Assist with DSCSA compliance requirements and ensure accurate documentation for customer onboarding
• Process customer audit requests and ensure timely, accurate responses
• Support customers and Sales Representatives with questions related to the company website and ordering processes
• Collaborate with Sales and internal teams to identify issues, drive resolution, and improve the overall customer experience

What Success Looks Like

• You consistently deliver accurate, timely, and professional support to customers and internal partners
• You take ownership of issues and follow through to resolution, keeping stakeholders informed along the way
• You manage competing priorities effectively while maintaining strong attention to detail
• You maintain accurate, compliant records and contribute to reliable operational processes