Customer Experience Representative

Murphy's Naturals•Raleigh, NC

12d

About The Position

The Customer Experience Representative plays a key role in delivering a seamless, accurate, and thoughtful experience for both direct-to-consumer and wholesale customers. This role partners closely with the Operations and Sales teams to resolve quality and ordering needs, track customer feedback, and continuously improve the customer journey. This is a hands-on, operational customer experience role supporting both wholesale accounts and direct-to-consumer customers in a CPG environment.

Requirements

3+ years of experience in a customer service or customer experience preferably in a consumer goods, e-commerce, or wholesale environment, supporting physical product orders
Strong understanding of customer service best practices
Experience working in ERP, e-commerce, or customer support systems (e.g., NetSuite, Shopify, ticketing platforms) preferred
Proficiency in Microsoft Excel, Word, Zoom and email communication tools

Nice To Haves

A collaborative, team-player mindset with a passion for continuous improvement
The ability to work independently and take initiative in a fast-paced, start-up environment
Strong organizational, time management, and task-prioritization skills
Excellent verbal and written communication skills
A calm, intuitive approach to problem-solving
Strong analytical and critical-thinking abilities
A positive, “get-it-done” attitude
Exceptional attention to detail

Responsibilities

Serve as a primary point of contact supporting the Customer Experience Lead
Respond to customer inquiries and issues via phone, email, social media, chatbot tools, and incoming mail
Manage customer requests including order placement, refunds, cancellations, returns, and account updates
Ensure accurate, timely resolution while maintaining a high standard of customer care and brand voice
Support wholesale and retail partner inquiries related to orders, fulfillment status, and product or brand information
Assist with customer service inquiries through retail partner portals
Coordinate with Sales and Operations teams to resolve account-level issues efficiently
Help ensure a consistent and professional experience for wholesale partners alongside DTC customers
Maintain accurate customer, order, and case records across NetSuite, Shopify, and customer-facing tools
Track, analyze, and summarize customer and wholesale feedback to identify trends related to product quality, fulfillment, or service gaps
Partner with Operations, Fulfillment, and Sales to help trace recurring issues to their root cause and support continuous improvement initiatives
Contribute to efforts aimed at increasing customer retention and reducing friction across the customer journey