Customer Experience Representative

Summary

The Customer Experience Representative supports company success through the delivery of concierge-level customer service and ensuring that every client’s interaction is exceptional.  CX leverages technology to manage flow of the supply chain and provide efficient solutions that exemplify Worldwide Foam’s Core Values.

Essential Functions

Customer Service:

• Serve as a dedicated point of contact for customers, providing personalized and professional support to address their needs.
• Process orders with precision, ensuring accurate entry into the system and proactively updating customers on delivery timelines.
• Review/approves sales orders entered by other team members for accuracy. 
• Proactively resolve customer concerns related to shipping, delivery, or product issues with a focus on exceeding expectations.
• Build and nurture strong relationships with customers by delivering tailored solutions and going the extra mile.
• Collect and act on customer feedback to continuously enhance the quality of service.
• Prepares basic pricing quotations for active customers. 

Logistics Coordination:

• Assist in coordinating the movement of goods from suppliers to customers, ensuring deliveries are on time.
• Work with shipping companies, freight forwarders, and other logistics partners to support transportation processes.
• Track and trace shipments to provide real-time updates to stakeholders.
• Evaluate and recommend cost-effective shipping options to optimize transportation expenses.
• Maintain accurate records of shipments and other logistics documentation using advanced software tools.
• Support compliance with relevant regulations, including customs and import/export requirements.

Other Duties

• Work with sales, procurement, and warehouse teams to align logistics operations with customer expectations.
• Communicate effectively with internal teams to ensure seamless order fulfillment and superior service delivery.
• Participate in team discussions and initiatives to elevate customer satisfaction and operational excellence.

Competencies:

• Familiarity with logistics and/or customer service.
• Exceptional communication and interpersonal skills.
• Basic proficiency in Microsoft Office or similar software tools.
• Ability to multitask and stay organized in a fast-paced environment.
• Problem-solving mindset with attention to detail.
• Comfort using technology platforms such as CRM systems and logistics software.

Evaluation Metrics 

• Customer Response Time
• Order Processing Accuracy
• Concern Resolution Rate
• On-Time Delivery Percentage
• Cost Savings from Shipping Optimization
• Shipping Documentation Compliance

Work environment 

• Work is performed in a standard office environment.

Physical Demands 

• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.  
• Ability to sit for extended periods of time during working hours 

Required education and experience.

• Basic understanding of shipping processes or inventory management.
• Bilingual abilities are a plus but not required.
• Associate’s degree or equivalent experience in logistics, supply chain, business, or a related field is preferred but not required.
• Must be proficient with Microsoft Office – (Word, PowerPoint, Excel, Outlook, SharePoint) 
• Excellent verbal and written communication skills.
• Flexibility and adaptability in a fast-paced environment.

Affirmative Action/EEO Statement

Worldwide Foam is committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators. We firmly believe that our work is at its best when everyone feels free to be their most authentic self. 

FLSA Classification

[Salary – Exempt or Non-Exempt]

Schedule: [Monday – Friday 8am – 5pm]

401k with company match

Dental insurance 

Health insurance 

Vision insurance 

Short/Long Term Disability

Company paid life insurance 

Vacation

Professional Development courses