Customer Excellence Representative

Job Description

Job Description

Customer Excellence Representative

Pay: 27.00 an hour/ plus incentive (Free health insurance plan offered for team member)

Monday - Saturday business operations - Some Saturdays required

JOB TITLE: CUSTOMER EXCELLENCE REPRESENTATIVE

REPORTS TO: CUSTOMER EXCELLENCE MANAGER

LOCATION: TACORI OFFICE

FLSA STATUS: NON-EXEMPT

SCHEDULED HOURS: AS NEEDED

The Role, why it matters?

At TACORI, every client interaction is an opportunity to turn a jewelry dream into a lasting memory. As a Customer Excellence Representative, you are the heartbeat of that experience, a trusted guide who ensures our clients feel heard, valued, and confident at every step of their journey. From the first inquiry to final delivery, you own that experience.

Key Responsibilities

Delivering a Seamless Client Buying Experience

Clients and retail partners deserve a smooth, transparent path from interest to purchase. You make that happen:

• Respond toorder requests promptly and accurately across all channels (email, phone, internal systems).
• Verify every orderdetailingproductspecification, pricing, shipping, and customerinformation.
• Optimizeallrelevantsystemsto generate quotes and process orders efficiently.
• Proactively communicate order status, address pricing questions, and manage modifications.
• Maintain organized, accessible records so anyquotecan be answered quicky. 
• Partner with sales,design,operations,logistics, and/or merchandising to resolve issues before they reach the client.
• Adhere to established pricing guidelines, discount structures, and approval processes for quotes and orders.
• Know the full range ofALLTACORIproductswith continued education as collections grow. 
• Consistently meet or exceed targets for quote and order accuracy, processing efficiency, and turnaround time.

Bringing Custom Designs to Life

You are the bridge between a client’s dream and its flawless execution:

• Collaborate withTACORIdesign teams to translate client requestsintoaccurate, inspiring custom designs.
• Generate detailedquotes for custom workincludingdesign time, materials, production, and customization fees.
• Process custom orders with meticulous attention, ensuring every specification flows correctly into production.
• Track each custom order through every stage of development,anticipatingand surfacing any challenges early,whilekeeping clients andretailpartners informed with proactive updates. 
• Verify that finishedpiecesmeet agreed specifications and TACORI’sstandards beforeshipping. 
• Coordinate shipping anddeliveryso the final moment of receiving the jewelry is as special as the design itself.

Empowering Retail Partners with TACORI Knowledge

Informed partners create better client experiences. You keep everyone aligned and equipped:

• Stay current on all campaigns, product launches, salestoolsand promotional offers so you can speak confidently.
• Help retail partners leverageTACORItools to enhance client engagement and drive meaningful sales conversations.
• Develop working knowledgein collaboration with sales,ofeach account’sspecific plans and in-store initiative,toprovidepersonalizedguidance.
• Communicate relevant marketing information to internal teams and external partners ina timely, clear manner.

Fulfilling Point-of-Sale Materials to Elevate the In-Store Experience

The in-store environment is part of the client experience. You ensure retail partners have everything they need to showcase TACORI. 

• Receive,validate, and process POS material requests from sales, marketing, and retail accounts accurately in Navision.
• Track POS material orders and proactively update stakeholders on status and delivery timelines.
• Coordinate with marketing andlogisticsto ensure on-timedeliveryso stores are always show-ready for clients.

Preparing for Events That Create Memorable Client Moments

From trade shows to in-store events, client-facing events demand flawless preparation:

• Collaborate with sales and marketing toidentifyupcoming events and proactively gather all material and product requirementsto guarantee smooth execution. 
• Generatetimely,accuratequotes and process event orders.

Supporting Sales Teams and Strengthening Client Confidence

• Sales Collaboration: Supportsbeing a resource for reps,anticipatingclient needs, sharing feedback,onboarding new retail partners, and ad hoc activities as needed.
• Return Authorizations:RA processing, partner communication, cross-team coordination, andreturn tracking.
• Inventory Management:Supports with inventorythey'relooking for, including replenishment, consignment/memo tracking, and demand planning alignment with sales

QUALIFICATIONS AND SKILLS:

• BA/BS degree or equivalent preferred.
• 2-4 years’ experience in sales and customer service.
• Ability to work independently anda self-starter. Entrepreneurial spirit
• Vast knowledge of product line to service customers’ requests.
• Experience in all aspects of developing andmaintainingbusiness relationships.
• Proficiencyin all Office programs: Word, Excel, PowerPoint, etc.
• Proventrack recordof reaching and exceeding sales goals
• Ability to perform well in a highly dynamic, rapidly changing environment
• Ability to effectively prioritize and manage tasks
• Strong problem solving and quantitative analytical skills
• Excellent written and oral communication skills
• Ability to work independently as well as collaboratively within a team environment
• Strong math skillsare neededto generate custom quotes.

SAFETY AWARENESS:

Maintain safety by adhering to safety policies and be responsible to report accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and congested areas. Ensure that proper safety instructions are given before operating any equipment. 

OTHER REQUIREMENTS:

Ability to deal with the public in a professional and courteous manner. Ability to communicate with all leaders and fellow associates. Must be able to communicate effectively with customers. Ability to handle conflict situations in a professional manner.

PHYSICAL REQUIREMENTS: 

Ability to work in a standard office environment. While performing the duties of this job, the employee is regularly required to reach with hands and arms, sit, stand, walk, stoop, kneel, crouch. Sitting for extended periods of time. Perform other reasonable job duties as requested by Leadership.