B2B/Customer Experience Specialist

Job Description

We are looking for a motivated and detail-oriented B2B Customer Experience Specialist to join our team in Groveport, Ohio. In this role, you will act as a vital connection between our wholesale customers, logistics providers, and internal teams to ensure smooth operations from order placement to fulfillment. This is a Contract-to-Permanent position, ideal for someone with experience in wholesale operations, customer account management, and logistics coordination.

Responsibilities:

• Serve as the primary point of contact for B2B customers, addressing inquiries and resolving issues promptly.

• Coordinate with logistics partners and internal teams to ensure accurate and timely order processing and delivery.

• Manage customer accounts, including order entry, tracking, and updates using NetSuite CRM.

• Oversee shipping operations, ensuring proper documentation and adherence to established procedures.

• Process returns and handle chargebacks in compliance with company policies.

• Utilize EDI systems to facilitate seamless communication and data exchange with retail partners.

• Monitor inventory levels to ensure adequate stock availability for customer orders.

• Develop and maintain standard operating procedures (SOPs) for department processes.

• Support inbound customer calls and provide creative solutions to resolve challenges efficiently.

• Collaborate with the sales team to enhance customer satisfaction and drive business growth.

• A minimum of 3 years of experience in a customer service or B2B sales role, preferably within the retail or consumer goods industry.

• Proficiency in using NetSuite CRM and EDI systems for order management and customer communication is a must.

• Strong knowledge of shipping operations, including documentation and logistics coordination.

• Proven ability to manage customer accounts and resolve issues with professionalism.

• Familiarity with wholesale and retail operations, including inventory management.

• Excellent problem-solving skills and the ability to think creatively under pressure.

• Strong communication skills, both written and verbal, with a customer-focused mindset.

• Experience developing and adhering to departmental SOPs.