US Customer Experience Representative

Job Description

Job Description

THE OPPORTUNITY

Are you a people person who loves creating genuinely memorable customer experiences? Do you thrive in a fast-paced environment, have a natural eye for detail and enjoy going the extra mile? If so, we’d love to hear from you.

We’re looking for a Customer Experience Representative to join our friendly, passionate and collaborative team. As part of our Customer Experience team, you’ll play a key role in making every interaction feel personal, positive and effortless.

You will make an impact by becoming a true brand ambassador, supporting our wholesale customers and Territory Managers across phone, email and direct messaging, as well as representing our brands face-to-face at tradeshows. From answering product questions and processing orders to finding solutions and keeping customers up to date, you’ll be there to make sure every customer feels valued and supported.

You’ll bring a proactive, knowledgeable and friendly approach to every conversation, always looking for opportunities to exceed expectations and create an experience our customers remember for all the right reasons.

You’ll be based at our Mooresville office, Monday to Friday, 9am–5pm. Once fully trained, you’ll have the flexibility to work from home one day a week.

BEHIND THE BRANDS

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

HOW YOU'LL CONTRIBUTE

• Building warm and positive relationships with our wholesale customers and Territory Managers, providing friendly and knowledgeable support by phone, email and direct messaging.

• Responding to a wide range of customer enquiries, from general product questions through to account-specific requests, always with a helpful and solutions-focused approach.

• Processing customer orders through our fulfilment system and carefully reviewing order details within NetSuite to ensure everything is accurate and scheduled for production.

• Keeping customers informed throughout the order journey, including lead times, scheduling and any updates they need to know.

• Proactively resolving day-to-day customer queries and issues, taking ownership from start to finish and looking for opportunities to go above and beyond.

• Keeping customer account information, records and administrative filing accurate and up to date.

• Processing credit card transactions and handling customer payment information with care and professionalism.

• Supporting the Finance team with Accounts Receivable queries and related customer account activity.

• Sharing your product knowledge and passion for our brands, confidently answering questions and introducing customers to relevant products and services.

• Staying up to date with our latest products, collections and offerings so you can provide quick, accurate and inspiring support.

• Working closely with the wider team to achieve individual and team goals and KPIs, always bringing a positive and collaborative attitude.

• Representing our brands at tradeshows, building relationships and delivering the same thoughtful customer experience face-to-face.

• Ensuring company policies and processes are consistently followed.

THE TALENT YOU'LL BRING

• Previous experience in a telephone-based customer service or administration role.

• Experience working with both wholesale and retail customers would be a real plus.

• A naturally warm, positive and empathetic approach, with a genuine passion for helping people.

• Excellent written and verbal communication skills, with the confidence to communicate professionally across a variety of channels.

• Strong attention to detail and the ability to process information accurately.

• Intermediate Microsoft Excel knowledge.

• Experience using ERP and accounting software, or a willingness to learn new systems quickly. Experience with NetSuite would be advantageous.

• Excellent organisation and time-management skills, with the ability to prioritise your workload and stay calm in a fast-paced environment.

• A proactive, solutions-focused mindset with a natural ‘can-do’ attitude.

• A passion for delivering exceptional customer experiences and making every interaction feel personal.

PERFECTLY PACKAGED

• A base salary of $33,000 - $37,000 DOE

• A broad range of benefits

• Opportunities to make an impact as well as learn and develop further

• An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal

Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business world-wide/OR beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. We strive to be the best in our field, and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences, or personalities – it’s what you bring to the team that counts.

We are always striving to improve our way of working to be more inclusive, diverse and equal, including encouraging all team members to bring their ideas to the table as we know this is key to our continued success.