Customer Experience Representative

Description

The Customer Service Representative is responsible for the Customer Experience in the retail showroom of the DCs, including order fulfillment activities by walk-in customers and through online orders. This role will be responsible for ensuring orders are processed and fulfilled with excellent customer service, in partnership with our sales and operations colleagues, with a primary focus on assisting all customers - internal and external - in a friendly and expeditious manner and educating customers on alternative solutions/materials as required.

Contribution

Facilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provide best-in-class customer service, as a clear differentiator from our competitors.

Key Responsibilities

• Fulfill both walk-in retail and online order activities
• Input all sales orders taking the process from order entry to pick release
• Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
• Print delivery notes for the Warehouse Team once pick release process is complete
• Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes
• Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution
• Troubleshoot issues within the customer service process
• Assist with complex invoice requests and order entries
• Coordinate RMA requests and facilitates scheduling
• Escalate outstanding credit holds with Credit team
• Liaise with Sales Team to ensure orders are fulfilled
• Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary
• Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
• Work cross functional to facilitate transfers and escalate problems/concerns
• Escalate any capacity issues to management
• Determine open order requirements and prioritize unloading of containers
• Manage open order requirements and pull/push inventory from other locations, as required
• Reconcile paperwork, daily
• Other duties as assigned

Requirements

• High school diploma required; post-secondary education with a focus on business a plus
• Two (2) plus years of related customer service experience
• Strong customer service and troubleshooting skills
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment
• Ability to effectively communicate verbally and in writing
• Ability to work well under pressure
• Proven data entry, data editing, and typing skills
• Demonstrated experience analyzing and resolving customer service and client issues
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Ability to respond quickly in a dynamic and changing environment
• Ability to build and maintain lasting relationships within various corporate departments with key business partners and customer

WORKING CONDITIONS

• Manual dexterity required to operate telephone, computer, and peripherals.
• Interacts with employees, management, and the public at large.
• Repetitive work
• Walking on hard surfaces may be required (within warehouse environment)
• PPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environment
• Overtime may be required
• Lifting or moving up to 10lbs may be required

WHAT WE OFFER:

Caesarstone is proud to provide employees with a comprehensive and attractive benefits program which includes the following:

• The base rate for this role is between $24.00 to $28.00 plus team result based performance bonus opportunities.
• Comprehensive benefit package including: Medical, Dental and Vision Insurance, Employer-Paid Basic Life Insurance, AD&D and Short-Term Disability, plus insurances such as Short-Term Disability and Long-Term Disability, Voluntary Accident, and Critical Illness
• An Employee Assistance Program that you or your dependents can access
• Generous Paid Time Off and Paid Holidays
• 401(k) Retirement Plan (with employer match)
• Internal ongoing educational/training opportunities
• Competitive compensation
• Continuous coaching & mentorship

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 Caesarstone US expressly prohibits any form of unlawful employee harassment based on race