Customer Experience Representative
Posting Start Date:
9/17/26 Division: Supply Chain Location Type: Hybrid Pay Min: 28.00 USD Pay Max: 30.00 USD Job Location: Macedon, NY, USA, 14502 The Customer Experience Representative position is instrumental in delivering an outstanding customer experience by acting as the voice of the customer, addressing customer concerns with a focus on root-cause resolution, managing order placement and fulfillment, and proactively strengthening customer partnerships. The role collaborates with internal stakeholders to ensure customer expectations and requirements are clearly communicated and supported. Customer Support & Relationship Management Serve as the internal voice of the customer and build strong relationships with key contacts. Guide customers through onboarding, item setup, and ongoing account support. Communicate scheduling updates (holidays, plant closings) and coordinate plans accordingly. Order Management & Issue Resolution Receive, validate, and process customer orders and changes across all channels (EDI, portals, email, phone). Monitor and interpret order, inventory, and production data to ensure accurate fulfillment. Resolve urgent order issues (inventory shortages, delays, system errors) and escalate when needed. Verify pricing and minimum order quantities to maintain accuracy. Collaboration, Reporting & Continuous Improvement Work closely with sales, planning, shipping, quality, and other teams to meet customer requirements. Prepare customer and internal reports, including delivery performance and complaint trends. Track and document customer complaints, identify patterns, and partner with teams on corrective actions. Recommend and implement process improvements and support standardized workflows and cross training.
What You Need:
To Be Successful High school diploma or equivalent required. BS preferred in business, supply chain, communications, marketing or related. Five (5+) years of customer service-related experience; including manufacturing, business-to-business (BTB). Experience with ERP systems; SAP preferred. Strong written and verbal communications – primarily email communication.
