Customer Experience Representative

Lubrizol Corporation•Brecksville, OH

22h•Hybrid

About The Position

The Customer Experience Representative serves as the interface between customers and business value-chain partners, providing exceptional service while managing operational needs. The role offers solutions to customers and works closely with functional partners, including manufacturing, marketing, supply chain, logistics, procurement, and operations, to meet company objectives. The position handles customer inquiries and escalated issues, supports Account Managers, manages order entry and fulfillment, coordinates responses to order and shipping issues, and contributes to process improvement and customer experience initiatives. The job is full-time and on-site, with four days in the office and one day working from home.

Requirements

Bachelor’s degree in a relevant field such as Business Administration or Supply Chain Management, or equivalent relevant experience in customer service or sales support.
At least 2 years of customer service experience, preferably in supply chain or logistics.
Strong communication skills and ability to manage complex cases.
Proficiency in CRM systems, ERP platforms, and Microsoft Office Suite.
Analytical mindset and ability to interpret data and recommend solutions.
Demonstrated ability to work independently and lead by example.
Ability to manage complex order fulfillment, documentation, and regulatory requirements.
Ability to analyze data from multiple sources, such as SAP and CRM, and present actionable insights.

Nice To Haves

Experience with process improvement or continuous improvement methodologies such as Lean or Six Sigma.
Familiarity with advanced supply chain concepts and systems.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Responsibilities

Respond to customer inquiries through designated channels in a timely, professional, and courteous manner.
Handle moderately complex inquiries and promptly resolve escalated customer issues.
Support Account Managers by participating in selected customer meetings and sharing insights aligned with long-term strategies.
Gather and share customer feedback to improve inventory management and satisfaction within assigned programs.
Identify and resolve order or shipping exceptions, and conduct root cause analysis to prevent recurrence.
Execute order entry and manage order fulfillment.
Proactively communicate with customers to confirm details, resolve issues before escalation, and ensure timely delivery.
Coordinate with logistics, procurement, operations, and other cross-functional teams to resolve issues affecting customer satisfaction.
Ensure adherence to company policies, trade compliance requirements, and documentation standards.
Track and report metrics such as order accuracy, complaint resolution, and process efficiency, sharing insights to improve performance.
Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
Contribute to process optimization projects, update standard operating procedures, and suggest enhancements.
Participate in training sessions and cross-functional teams to broaden capabilities.
Build and maintain relationships with high-priority customers, anticipate their needs, and deliver tailored solutions.
Take ownership of escalated issues and use conflict-resolution approaches to restore customer confidence and loyalty.
Analyze customer and business data, prepare reports and dashboards, and provide actionable insights for leadership decision-making.
Coordinate complex order fulfillment, international shipment documentation, and regulatory requirements.
Collaborate with sales, supply chain, logistics, and procurement teams to resolve disruptions and improve workflows.