Customer Experience Specialist (Novi, MI)

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.

Contribution
Facilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provides 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 elevate 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

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