Customer Experience Representative

Jobtailor; Mooresville (NC); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Jobtailor in Mooresville, NC is seeking a customer service professional to support wholesale and retail accounts. You will build strong relationships with customers and Territory Managers, handle inquiries via phone and email, and manage orders through NetSuite.

The role requires a warm, proactive approach, excellent communication, and meticulous attention to detail. It is a hybrid setup with standard hours, including one work-from-home day weekly after training.

Qualifications

• Previous experience in a telephone-based customer service or administration role.
• Experience with wholesale and retail customers is a real plus.
• Warm, empathetic approach and passion for helping people.
• Excellent written and verbal communication skills.
• Strong attention to detail and accurate information processing.
• Intermediate Microsoft Excel knowledge.
• Experience with ERP systems; NetSuite experience is advantageous.

Responsibilities

• Build warm and positive relationships with wholesale customers and Territory Managers.
• Provide support by phone, email and direct messaging.
• Respond to product questions and account-specific requests.
• Process customer orders through the fulfilment system.
• Review order details in NetSuite for accuracy and production scheduling.
• Keep customers informed about lead times, scheduling and order updates.
• Resolve customer queries and issues from start to finish.
• Maintain accurate customer account information, records and administrative filing.
• Process credit card transactions and handle payment information professionally.
• Support the Finance team with Accounts Receivable queries and customer account activity.
• Share product knowledge and introduce customers to relevant products and services.
• Stay current with products, collections and offerings.
• Work with the wider team to achieve individual and team goals and KPIs.
• Represent the brands at tradeshows.
• Follow company policies and processes consistently.

Skills

Customer service

NetSuite proficiency

Microsoft Excel

Attention to detail

Communication skills

Tools

NetSuite

Microsoft Excel

Job description

• Build warm and positive relationships with wholesale customers and Territory Managers
• Provide support by phone, email and direct messaging
• Respond to product questions and account-specific requests
• Process customer orders through the fulfilment system
• Review order details in NetSuite for accuracy and production scheduling
• Keep customers informed about lead times, scheduling and order updates
• Resolve customer queries and issues from start to finish
• Maintain accurate customer account information, records and administrative filing
• Process credit card transactions and handle payment information professionally
• Support the Finance team with Accounts Receivable queries and customer account activity
• Share product knowledge and introduce customers to relevant products and services
• Stay current with products, collections and offerings
• Work with the wider team to achieve individual and team goals and KPIs
• Represent the brands at tradeshows
• Follow company policies and processes consistently

Requirements

• Previous experience in a telephone-based customer service or administration role
• Experience working with both wholesale and retail customers would be a real plus
• A naturally warm, positive and empathetic approach, with a genuine passion for helping people
• Excellent written and verbal communication skills
• Strong attention to detail and the ability to process information accurately
• Intermediate Microsoft Excel knowledge
• Experience using ERP and accounting software, or a willingness to learn new systems quickly
• Experience with NetSuite would be advantageous
• Excellent organisation and time-management skills
• Ability to prioritise workload and stay calm in a fast-paced environment
• A proactive, solutions-focused mindset with a natural ‘can-do’ attitude
• A passion for delivering exceptional customer experiences
• Ability to work Monday to Friday, 9am–5pm at the Mooresville office, with one work-from-home day weekly after training

Core Competencies

Demonstrates strong customer service skills with a focus on building relationships, processing orders accurately, and resolving queries effectively. Proficient in using ERP systems like NetSuite and Microsoft Excel to support customer account management and finance activities.

Highest-signal resume keywords

• Customer Service Experience
• NetSuite Proficiency
• Microsoft Excel Knowledge
• Attention to Detail
• Communication Skills

Hard Skills

• Order Processing
• ERP Software
• Accounts Receivable
• Credit Card Transactions
• Data Entry

Soft Skills

• Empathy
• Positive Attitude
• Time Management
• Problem-Solving
• Team Collaboration

Industry Keywords

• Wholesale Customers
• Retail Customers
• Customer Account Management
• Fulfilment System
• Tradeshows

Tools & Technologies

• NetSuite
• Microsoft Excel