Customer Experience Specialist (Novi, MI)

Customer Service Representative

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.

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 $21.00 to $26.00 (National Default) 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

Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.

We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.