Customer Experience Representative

The Customer Experience Representative (CXR) drives loyalty and retention across BGR's customer base through accurate order processing, proactive problem-solving, and friendly, responsive service. The CXR serves as the dedicated representative for an assigned book of accounts while sharing coverage of the broader customer request queue, so that no customer inquiry goes unanswered. Partnering closely with Sales Representatives and internal departments to provide the proper solutions to the customer’s packaging needs. In doing so, the CXR unpacks the potential of every account and delivers an unmatched BGR experience at every interaction point.

Essential Functions (Duties/Responsibilities):

The following duties are considered essential to this position. Frequency is noted in parentheses. Other duties may be assigned.

• Fields incoming customer requests from the shared team queue by phone and/or email, providing backup coverage for teammates and timely response to every inquiry. 
• Will ultimately serve as a dedicated representative for an assigned book of customer accounts, building relationships and understanding each customer's customized needs and concerns after completion of training and meeting performance expectations. 
• Places, monitors, and tracks customer orders in the Sage X3 ERP system, verifying pricing, quantities, and delivery requirements for accuracy. 
• Anticipates customer needs by reviewing past order history and usage patterns, and partners with the assigned Sales Representative to serve customers proactively. 
• Collaborates with Sales Representatives and internal departments — warehouse, purchasing, logistics, and accounting — to resolve customer issues and proactively improve the overall customer experience. 
• Conducts follow-up phone calls to ensure customer satisfaction through feedback and identify opportunities for improvement. 
• Maintains accurate customer data and account annotation in BGR's systems of record so that any team member can serve the account. 
• Researches and expands knowledge of assigned customers' products, operations, and industry, along with BGR's wide variety of packaging offerings and solutions. 
• Escalates at-risk accounts, service failures, and recurring quality issues to the Customer Experience Manager with supporting detail. 

Additional Responsibilities:

The following are non-essential (marginal) functions of the position.

• Continuous cross-training of new and existing team members as account requirements evolve and onboarding of new Customer Experience team members as assigned.
• Participates in continuous improvement initiatives and process documentation for the Customer Experience team.
• Assists with customer reporting requests, departmental projects, and other initiatives as assigned.

Schedule:

• Full-time, non-exempt. Monday through Friday, 8:00 AM to 5:00 PM.
• Occasional overtime may be required to meet order cutoff times, month-end volume, or customer commitments.

Minimum Qualifications (Required):

• Education: High school diploma or equivalent required.
• Experience: Minimum of three (3) years of customer service experience, supporting both internal and external customers.
• Proficient computer skills with the ability to learn new software.
• Certifications/Licenses: None required.

Preferred Qualifications:

• Associate's or bachelor's degree, or an equivalent combination of education and experience.
• Experience operating Sage X3 or a comparable enterprise resource planning (ERP) system.
• Knowledge of distribution, logistics, or packaging products.
• Prior experience supporting named, strategic, or key accounts.

Competencies (Required Skills/Abilities):

Knowledge: BGR's packaging product categories and service offerings; the order-to-delivery process; ERP order entry and order maintenance practices.

Skills: Professional verbal, written, and interpersonal communication with an emphasis on active listening — including customer phone conversations, clear and accurate written email responses, and complete internal handoffs; organizational skills and attention to detail sufficient to manage concurrent orders without error; time management with a proven ability to meet carrier cutoff times and customer commitments.

Abilities: Resolves customer concerns with a service-first orientation; maintains a positive and professional demeanor while navigating change and competing priorities; works independently on an assigned book of business while contributing to shared team coverage.

Physical and Mental Requirements / Working Conditions:

• Must be able to remain in a stationary position, standing or sitting for prolonged periods, with or without reasonable accommodation.
• Must be able to perform repetitive motions involving the wrists, hands, and/or fingers for computer and keyboard use, with or without reasonable accommodation.
• Must be able to communicate orally by telephone and in person with customers and coworkers, with or without reasonable accommodation.
• Must be able to view a computer screen and read printed and electronic documents for extended periods, with or without reasonable accommodation.
• Must be able to sustain concentration and manage multiple concurrent priorities under deadline pressure, with or without reasonable accommodation.
• Work environment: Indoor, climate-controlled office environment. Occasional exposure to distribution center conditions including noise, temperature variation, and powered industrial truck traffic; required personal protective equipment is provided.

Travel:

• Occasional local travel of less than 10%, primarily for customer visits alongside Sales Representatives.