Customer Experience Representative

Jessica Charles; Taylorsville (NC); Hybrid; USD 34,000 - 52,000; Full time

Job summary

Jessica Charles is seeking a Customer Experience Representative in Taylorsville, NC to deliver an elevated, white-glove service experience from inquiry to long-term relationship care.

The role emphasizes proactive communication across channels, accurate order handling, and collaboration with manufacturing and sourcing teams to meet production timelines. Requires 2+ years in customer service; SAP/Excel skills are preferred.

Qualifications

• Minimum 2 years customer service experience; Bachelors or Associates preferred.
• Excellent written and verbal communication skills.
• Proficient with SAP and Excel; detail oriented and organized.

Responsibilities

• Deliver an elevated service experience that exceeds industry standards.
• Provide timely, polished communication across channels; support customers and sales reps.
• Anticipate needs and offer guidance, updates, and solutions.
• Serve as the primary liaison between customer and organization.
• Enter orders, credits, returns, and changes accurately into the system.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Education

Bachelor's degree

Associate degree

Tools

SAP

Excel

Job description

Job Details: Job Location: Hancock and Moore Plant 1 - Taylorsville, NC 28681, Position Type: Full Time, Job Shift: Day, Job Summary

The Customer Experience Representative serves as a refined and trusted ambassador of our high end furniture brand, delivering a level of service that is anticipatory, polished, and consistently above industry standards. This role ensures every client enjoys a seamless, white glove experience: from initial inquiry through long term relationship care. As the primary liaison between the customer and the organization, the Representative provides timely and thoughtful support, anticipates needs, and resolves issues with grace, precision, and discretion. In addition to elevating the client journey, this role is accountable for meeting performance objectives and safeguarding company assets through accurate communication, responsible handling of information, and adherence to operational standards. The result is an experience that reflects the artistry of our products and the sophistication of our brand.

Key Responsibilities

• Deliver an elevated service experience that consistently exceeds industry standards.
• Provide timely, polished, and proactive communication across all channels, ensuring customers and sales representatives feel valued and supported at every interaction.
• Anticipate customer needs and offer thoughtful guidance, updates, and solutions before issues arise.
• Serve as the primary liaison between the customer and the organization.
• Manage inquiries and service concerns with professionalism, discretion, and a solutions oriented mindset.
• Accurately enter complex orders, credits, return authorizations, and order changes into the system.
• Provide customers with detailed product specifications, pricing, configuration, and availability information.
• Collaborate closely with manufacturing and sourcing teams to ensure accurate completion dates and timely production.
• Manage new accounts and special shipping needs, track key orders, and ensure timely manufacturing within expected time frames.
• Ensure pricing accuracy for all orders, including promotional and sale periods, and confirm customer compliance with requirements.
• Work with customers, designers, and operational staff to fulfill overall business requirements.
• Resolve product or service issues by clarifying customer complaints, identifying the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
• Maintain decision making authority within established approval limits.
• Meet or exceed individual and team performance objectives.
• Identify opportunities to enhance service processes and contribute to a culture of continuous improvement.
• Perform other duties as assigned.

Qualifications

• Minimum of 2 years customer service experience, preference given to candidates with a Bachelors or Associates degree.
• Excellent communication skills, both written and verbal.
• Proficient in using SAP and Excel is preferred but not required.
• Strong problem solving abilities and attention to detail.
• Outstanding organizational skills and ability to multitask.
• Ability to develop and document procedural suggestions or changes.
• Demonstrates advanced proficiency in computer systems and software applications.

Physical Requirements

• Prolonged periods of sitting and performing repetitive tasks, including but not limited to computer and telephone usage.
• Must be comfortable working in loud environments.
• Frequently lifting/carrying objects up to 10 lbs.; occasionally lifting items up to 25 lbs.