Experienced Customer Experience Professional

The Experienced Customer Experience Professional is responsible for managing and enhancing the end-to-end customer journey. This role focuses on delivering high-quality service, resolving complex customer issues, and working closely with internal stakeholders to improve processes, customer satisfaction, and operational efficiency.

Key Responsibilities – Customer Service & Order Management

• Serve as the primary point of contact for customers, ensuring timely, accurate, and professional handling of all inquiries, requests, and issues.
• Manage end-to-end customer transactions, including order processing, shipments, invoicing, returns (RMAs), complaints, and escalations.
• Receive and process customer purchase orders, ensuring accuracy, completeness, and compliance with agreed terms.
• Enter and manage customer orders in SAP, maintaining accurate configurations and up-to-date master data.
• Coordinate with planning teams to confirm estimated dispatch dates and align supply plans.
• Send timely and accurate order confirmations, dispatch updates, and shipping information to customers.
• Act as the main contact point for customers regarding order status, dispatch dates, scheduling, shipping documentation, and general inquiries.
• Prepare and manage export and shipping documentation, ensuring compliance with customer-specific and regulatory requirements.
• Take full ownership of customer shipments, proactively identifying and resolving operational or logistical issues.
• Communicate proactively with customers regarding changes, delays, risks, and issue resolution progress to manage expectations effectively.
• Coordinate closely with Sales, Logistics, Finance, Operations, Production, Planning, and Shipping teams to resolve customer-impacting issues.
• Handle customer complaints in SAP, conduct investigations, and provide clear root-cause analysis and closure reports.
• Ensure strong internal alignment to meet customer commitments and contractual obligations.
• Ensure compliance with SLAs, internal policies, and customer contractual requirements.
• Maintain accurate and complete documentation of all customer interactions in CRM and internal systems.
• Monitor customer forecasts, track updates, and evaluate forecast accuracy in collaboration with sales teams.
• Proactively identify service gaps and recurring issues, supporting root-cause analysis and continuous improvement initiatives.
• Participate in monthly follow-up calls, reviewing On-Time Delivery (OTD) performance and identifying improvement opportunities.
• Actively contribute to continuous improvement projects aimed at enhancing customer experience and operational performance.

You must have:

• Bachelor’s degree or equivalent professional experience.
• Minimum 5-7 years of experience in Customer Experience, Customer Service, or Account Management roles.
• Strong experience handling escalations and complex customer scenarios.
• Excellent verbal and written communication skills.
• Proven ability to work effectively in cross-functional and fast-paced environments.
• Strong organizational skills and attention to detail.

We value:

• Experience in B2B, logistics, supply chain, or multinational environments.
• Knowledge of order-to-management and order to cash , shipping, invoicing, and trade compliance processes.
• Proficiency in CRM systems (e.g., Salesforce, SAP, or similar).
• Customer-centric mindset with a solution-oriented approach.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!
#TheFutureIsWhatWeMakeIt