Customer Experience Specialist

International Customer Experience Representative

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

We are seeking poised, articulate, and globally minded recent graduates to join our International Customer Experience team. This entry-level role offers an exceptional opportunity to launch your career at the intersection of luxury design, world-class service, and international commerce. Reporting to the International Customer Experience Manager, you will collaborate with cross-functional teams and global partners to ensure the accurate, timely, and beautifully executed fulfillment of orders for our discerning international clientele.

Visual Comfort Offers:

• Work-Life Balance: Monday Friday, 8:00am 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first day of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How Success Is Defined:

• Process international customer orders with precision in JDE, Salesforce, and Partner Insight, ensuring correct pricing, product codes, shipping instructions, and compliance with internal guidelines.
• Manage the full order lifecycle - from purchase order receipt through booking release - ensuring timely and accurate fulfillment.
• Respond promptly to international customer inquiries via phone, email, and chat with polished, professional communication reflecting the Visual Comfort brand.
• Provide customers, sales teams, and internal partners with timely updates on order status, timelines, and shipment details.
• Assess customer needs, address routine inquiries, and escalate complex issues appropriately while maintaining high customer satisfaction.
• Monitor orders proactively and communicate delays, changes, or obstacles impacting fulfillment before they escalate.
• Coordinate returns and RMAs by tracking aged cases, ensuring prompt resolution, and collaborating with internal teams.
• Prepare export documentation - including commercial invoices, packing lists, and certificates of origin - and ensure compliance with HTS codes, Incoterms, and U.S. export regulations.
• Maintain accurate documentation and records for all customer interactions, orders, and export files while supporting continuous process improvement.
• Manage workload effectively in a dynamic environment, seeking guidance proactively to prevent bottlenecks.
• Collaborate cross-functionally with teammates and internal partners to accomplish organizational goals and resolve challenges.
• Embody Visual Comfort & Co. values, including commitment, dependability, and a consistent professional presence.

What You Will Bring:

• Bachelor's degree in Communications, International Business, Broadcasting, Marketing, Public Relations, or a related field - recent graduates are encouraged to apply.
• Exceptional verbal and written communication skills in English; articulate, confident, and professional across all channels - phone, email, and chat.
• Polished professional presentation and personal appearance consistent with a luxury brand standard; you take pride in representing Visual Comfort & Co. with elegance and poise.
• Cross-cultural awareness and a genuine interest in global business; study abroad experience, coursework in international relations, or proficiency in a second language is a strong plus.
• Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook) with the demonstrated ability to quickly learn new systems and platforms.
• Exceptional organizational skills and sharp attention to detail, with high accuracy in recordkeeping and order processing.
• Ability to manage competing priorities calmly and effectively in a fast-paced environment.
• A collaborative, solutions-oriented mindset with the ability to work cross-functionally across teams.
• Familiarity with JDE, Salesforce, or similar ERP/CRM platforms is a plus - we will train the right candidate.
• Exposure to international logistics, export documentation (commercial invoices, HTS codes, Incoterms), or ACE Portal is an advantage but not required.
• Genuine enthusiasm for delivering exceptional customer experiences and a curiosity for the luxury design and interiors world.
• Reliable, punctual, and committed to a consistent Monday-Friday schedule; occasional flexibility may be requested.

Cognitive Requirements:

• Make balanced, fact-based decisions while remaining composed and professional under pressure.
• Solve problems collaboratively by engaging colleagues and subject matter experts.
• Sustain focused attention on detail-intensive tasks without losing sight of the overall customer experience.
• Absorb and retain knowledge about the luxury lighting industry, global trade practices, and business dynamics.
• Anticipate needs, potential obstacles, and next steps proactively.
• Communicate clearly and concisely - in both internal correspondence and client-facing interactions.
• Respect the timelines and requirements of internal and external stakeholders to drive outcomes.

Compensation Range: $27 - $30 per hour

Compensation is based on individual factors, including skill set, relevant experience, and work location.

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.

To be eligible for this role, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role.