Customer Experience Specialist

divh2Customer Service Representative/h2pThe 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./ppFacilitates 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./ppstrongKey Responsibilities/strong/pulliFulfill both walk-in retail and online order activities/liliInput all sales orders taking the process from order entry to pick release/liliEnter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines/liliPrint delivery notes for the Warehouse Team once pick release process is complete/liliMonitor on hold orders and request release on a timely basis to facilitate cut off timeframes/liliMake sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution/liliTroubleshoot issues within the customer service process/liliAssist with complex invoice requests and order entries/liliCoordinate RMA requests and facilitates scheduling/liliEscalate outstanding credit holds with Credit team/liliLiaise with Sales Team to ensure orders are fulfilled/liliManage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary/liliReview Open Order Reports with Distribution Center Manager and anticipate any logistics challenges/liliWork cross functional to facilitate transfers and escalate problems/concerns/liliEscalate any capacity issues to management/liliDetermine open order requirements and prioritize unloading of containers/liliManage open order requirements and pull/push inventory from other locations, as required/liliReconcile paperwork, daily/liliOther duties as assigned/li/ulpstrongRequirements/strong/pulliHigh school diploma required; post-secondary education with a focus on business a plus/liliTwo (2) plus years of related customer service experience/liliStrong customer service and troubleshooting skills/liliExceptional conflict resolution, negotiation, and objection handling skills/liliHighly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment/liliAbility to effectively communicate verbally and in writing/liliAbility to work well under pressure/liliProven data entry, data editing, and typing skills/liliDemonstrated experience analyzing and resolving customer service and client issues/liliAbility to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required/liliAbility to respond quickly in a dynamic and changing environment/liliAbility to build and maintain lasting relationships within various corporate departments with key business partners and customer/li/ulpstrongWorking Conditions/strong/pulliManual dexterity required to operate telephone, computer, and peripherals./liliInteracts with employees, management, and the public at large./liliRepetitive work/liliWalking on hard surfaces may be required (within warehouse environment)/liliPPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environment/liliOvertime may be required/liliLifting or moving up to 10lbs may be required/li/ulpstrongWhat We Offer:/strong/ppCaesarstone is proud to provide employees with a comprehensive and attractive benefits program which includes the following:/pulliThe base rate for this role is between $24.00 to $30.00 (Geo II Northern California) plus team result based performance bonus opportunities./liliComprehensive benefit package including: Medical, Dental and Vision Insurance, Employer-Paid Basic Life Insurance, ADD and Short-Term Disability, plus insurances such as Short-Term Disability and Long-Term Disability, Voluntary Accident, and Critical Illness/liliAn Employee Assistance Program that you or your dependents can access/liliGenerous Paid Time Off and Paid Holidays/lili401(k) Retirement Plan (with employer match)/liliInternal ongoing educational/training opportunities/liliCompetitive compensation/liliContinuous coaching

mentorship/li/ul/div