Job Description

Customer Experience Representative
Customer Experience Representative - Customer Experience (CX) Department

Job Description Overview

POSITION DESCRIPTION

Island Stone North America is looking for a proactive and passionate Customer Experience Representative to join our team. As a key player in our customer success strategy, you'll be the driving force behind ensuring our clients not only achieve but exceed their business goals. Your role will be pivotal in fostering strong, lasting relationships and ensuring unparalleled customer satisfaction every step of the way. Experience in the tile industry or the design industry is a plus. This is an in-office position in Carlsbad, CA.

DUTIES AND RESPONSIBILITIES

Serve as the cornerstone of trust and support for our customers, offering guidance, expertise, and a wealth of resources to help them achieve their objectives seamlessly.
Handle incoming customer phone calls promptly and professionally, addressing inquiries related to all things customer service including: stock availability, product information, order placements & more
Efficiently and accurately enter customer orders into the company's order management system, ensuring all details are captured with precision and in accordance with established procedures.
Execute robust strategies to guarantee consistent customer satisfaction, retention, and flawless onboarding experiences that lay the groundwork for enduring partnerships.
Harness your extensive product knowledge and adept problem-solving skills to elevate customer interactions and drive tangible results.
Foster seamless collaboration with internal teams, leveraging additional resources and facilitating tailored solutions to meet our customers' unique needs.
Act as the bridge between our customers and internal teams, effectively communicating their feedback, needs, and challenges to ensure we continuously exceed expectations.
Champion innovation by advocating for product enhancements and proactive measures that keep us ahead of the curve and in tune with our customers' evolving needs.
Take ownership of assigned accounts, ensuring they perform optimally, and maintain detailed customer profiles to personalize our approach.
Conduct engaging sales calls and presentations to introduce both existing and new products to our customers.
Follow up on product launches to ensure timely delivery and effective display, reinforcing our commitment to excellence.
Collaborate with regional managers and senior leadership on strategic business planning, ensuring alignment with customer needs and company objectives.
Lead management on high-value accounts, proactively following up to ensure ongoing satisfaction and success.
Drive toward and exceed quarterly KPIs, demonstrating our commitment to delivering exceptional results.
Offer support and cover for colleagues as needed, embodying our company values of Respect, Smart Work, and Relentless Improvement.
Identify opportunities to streamline operations and enhance efficiency during transitional phases.
Utilize Netsuite for customer order entries, essential information retrieval and support E-commerce order entries & approvals.
Additional duties as assigned by manager

WORKING CONDITIONS (In-Office)

Physical: Light physical activity performing non-strenuous daily activities of an administrative nature.
Environment: Well-lighted, climate-controlled office setting.

QUALIFICATIONS

A bachelor's degree or equivalent experience.
Demonstrated success in customer success, order entry, E-Commerce, account management, or a related field.
Exceptional communication, interpersonal, and problem-solving skills.
Ability to thrive in a dynamic, fast-paced environment, driven by a commitment to exceeding customer expectations.
Proficiency in Netsuite and E-commerce platforms is advantageous.
Possess proficiency with Microsoft Office Suite, CRM software.
Ability to investigate and analyze information, draw conclusions, and offer recommendations.
Ability to perform complex tasks and prioritize multiple projects.

Work Remotely