Customer Experience Representative

Customer Experience Representative

Jon Renau is a leading global manufacturer of wigs, hairpieces, and extensions, dedicated to helping individuals experiencing hair loss regain confidence through innovative, natural-looking hair solutions. Our products are distributed through retail, healthcare, and e-commerce partners worldwide.

The Customer Experience Representative serves as a trusted partner to Jon Renau customers by delivering exceptional service, managing orders, resolving inquiries, and supporting sales growth. This position plays a critical role in building strong customer relationships and ensuring a seamless experience across every customer interaction.

Success in this role is measured by customer satisfaction, response times, order accuracy, productivity, teamwork, and contribution to sales growth.

Every team member is expected to embody and uphold Jon Renau's CORE Values:

• Demonstrate Jon Renau's CORE Values in every interaction
• Represent the company professionally through words, actions, and appearance
• Foster teamwork, open communication, accountability, and continuous improvement
• Deliver exceptional service to customers and end consumers

Core Skills:

• Customer Focus
• Communication
• Relationship Building
• Problem Solving
• Attention to Detail
• Time Management & Organization
• Teamwork & Collaboration
• Adaptability

Key Responsibilities:

• Customer Service & Sales Support
• Handle a high volume of inbound customer calls while maintaining service quality standards
• Respond to customer inquiries via phone, email, voicemail, and other communication channels
• Generate outbound calls to strengthen customer relationships and drive sales opportunities
• Process, modify, and manage customer orders accurately and efficiently
• Provide inventory, backorder, return, and order status information to customers
• Assist end consumers with product and service-related questions
• Provide invoices and any supporting documentation as requested
• Account Management Support
• Support Account Managers by maintaining customer records, updating customer information, and providing coverage during absences
• Manage documentation, agreements, and inquiry tracking activities
• Business Development & Administrative Support
• Identify and qualify potential sales leads
• Assist with account maintenance, collections follow-up, and issue resolution as needed
• Conduct pricing, product information, and image audits to ensure accuracy across customer-facing platforms
• Schedule and coordinate product education classes and training opportunities
• Collaborate with cross-functional teams to ensure customer satisfaction
• Perform additional duties and special projects, as assigned

Qualifications:

Required:

• High school diploma or equivalent
• Minimum of 2 years of customer service experience
• Excellent verbal and written communication skills
• Strong organizational, self-management, and time-management skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment

Preferred:

• Strong computer proficiency, including experience with CRMs and Microsoft Office applications
• Cosmetology License
• Sales Experience
• Beauty industry experience

Physical Requirements:

• Prolonged periods of sitting, standing, and computer use
• Frequent communication via phone and in person
• Occasional lifting of up to 20 pounds

Work Environment:

This position operates in a business-casual office environment located in Carlsbad, California. The role requires daily collaboration with customers, team members, and internal departments.

Equal Opportunity Statement:

Jon Renau is an equal opportunity employer and values diversity in the workplace. We are committed to creating an inclusive environment for all employees.