Customer Experience Representative

Customer Experience Representative

Hancock and Moore Plant 1 - Taylorsville, NC 28681

Overview

Position Type Full Time Job Shift Day

Description

Job Summary

The Customer Experience Representative serves as a refined and trusted ambassador of our high end furniture brand, delivering a level of service that is anticipatory, polished, and consistently above industry standards. This role ensures every client enjoys a seamless, white glove experience: from initial inquiry through long term relationship care. As the primary liaison between the customer and the organization, the Representative provides timely and thoughtful support, anticipates needs, and resolves issues with grace, precision, and discretion. In addition to elevating the client journey, this role is accountable for meeting performance objectives and safeguarding company assets through accurate communication, responsible handling of information, and adherence to operational standards. The result is an experience that reflects the artistry of our products and the sophistication of our brand.

Key Responsibilities

• Deliver an elevated service experience that consistently exceeds industry standards.
• Provide timely, polished, and proactive communication across all channels, ensuring customers and sales representatives feel valued and supported at every interaction.
• Anticipate customer needs and offer thoughtful guidance, updates, and solutions before issues arise.
• Serve as the primary liaison between the customer and the organization.
• Manage inquiries and service concerns with professionalism, discretion, and a solutions oriented mindset.
• Accurately enter complex orders, credits, return authorizations, and order changes into the system.
• Provide customers with detailed product specifications, pricing, configuration, and availability information.
• Collaborate closely with manufacturing and sourcing teams to ensure accurate completion dates and timely production.
• Manage new accounts and special shipping needs, track key orders, and ensure timely manufacturing within expected time frames.
• Ensure pricing accuracy for all orders, including promotional and sale periods, and confirm customer compliance with requirements.
• Work with customers, designers, and operational staff to fulfill overall business requirements.
• Resolve product or service issues by clarifying customer complaints, identifying the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
• Maintain decision making authority within established approval limits.
• Meet or exceed individual and team performance objectives.
• Identify opportunities to enhance service processes and contribute to a culture of continuous improvement.
• Perform other duties as assigned.

Qualifications

Qualifications

• Minimum of 2 years customer service experience, preference given to candidates with a Bachelors or Associates degree.
• Excellent communication skills, both written and verbal.
• Proficient in using SAP and Excel is preferred but not required.
• Strong problem solving abilities and attention to detail.
• Outstanding organizational skills and ability to multitask.
• Ability to develop and document procedural suggestions or changes.
• Demonstrates advanced proficiency in computer systems and software applications.

Physical Requirements

The physical demands of work environment expectations described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods of sitting and performing repetitive tasks, including but not limited to computer and telephone usage.
• Must be comfortable working in loud environments.
• Frequently lifting/carrying objects up to 10 lbs.; occasionally lifting items up to 25 lbs.