Customer Experience Representative

Lead the resolution of complex and critical customer inquiries, guiding clients through service solutions, system navigation, and business processes while managing daily funnels of urgent fulfillment-related issues. Collaborate with internal stakeholders, including Key Account Management and Logistics, to troubleshoot problems, conduct root cause analysis, and implement corrective actions. Oversee billing dispute resolutions and ensure accurate ERP data entry, while monitoring account performance to identify trends and opportunities for process optimization. Maintain precise customer records within CRM systems and support engagement initiatives through coaching and quality monitoring. Proactively notify customers of at-risk deliveries and resolve sundry issues ranging from invoice discrepancies to overdue accounts receivable, ensuring thorough communication across all affected stakeholders.