Customer Experience Representative
About the RoleThe Customer Experience Representative serves as a central point of coordination between customers, Sales Representatives, and internal teams, ensuring a seamless, accurate, and high-quality customer experience. This role combines customer support with operational execution, requiring strong attention to detail, sound judgment, and the ability to manage multiple priorities effectively.You’ll play a critical role in supporting day-to-day operations, maintaining data integrity, and proactively resolving issues that impact the customer experience. We’re seeking someone who is organized, responsive, and takes ownership of their work in a fast-paced environment.What You'll Do· Process customer and Sales Representative orders with a high degree of accuracy and attention to detail· Serve as a primary point of contact for inbound customer inquiries, including order status, delivery updates, and product-related questions· Proactively communicate with customers to provide updates, resolve issues, and ensure a smooth order experience· Maintain and update customer account information, including licenses, payment details, Sales Representative assignments, and territory data· Support new account setup by collecting, reviewing, and validating required documentation (applications, licenses, payment information)· Assist with DSCSA compliance requirements and ensure accurate documentation for customer onboarding· Process customer audit requests and ensure timely, accurate responses· Support customers and Sales Representatives with questions related to the company website and ordering processes· Collaborate with Sales and internal teams to identify issues, drive resolution, and improve the overall customer experienceWhat Success Looks Like· You consistently deliver accurate, timely, and professional support to customers and internal partners· You take ownership of issues and follow through to resolution, keeping stakeholders informed along the way· You manage competing priorities effectively while maintaining strong attention to detail· You maintain accurate, compliant records and contribute to reliable operational processesWhat You’ll Need to Succeed· High school diploma or GED required; additional education or relevant training is a plus· 2+ years of experience in customer service, order management, or a related operational role· Proficiency with Microsoft Office (Word, Excel, Outlook)· Experience working with internal systems or order management tools preferred· Ability to quickly learn new systems and processesComprehensive BenefitsMedical, Dental, and Vision InsuranceHRA, HSA, and FSA reimbursement accountsBasic & Voluntary Life InsuranceShort & Long-term Disability InsurancePaid Time OffPaid HolidaysFitness Program ReimbursementEmployee Assistance Program401K Savings Plan with a company matchWhy Join UsAt M&D, you’ll be part of a mission that matters. We take pride in our history, but we’re building for the future, and that means investing in people who care about doing meaningful work with a strong, stable company. You’ll find growth opportunities, teammates who have your back, and leaders who support your development. When you bring your best, we make a bigger difference, together.