Customer Experience Specialist

SBI - Corsicana Mattress; Corsicana (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

Corsicana Mattress Company is seeking a National Account Specialist to maintain customer satisfaction and support the National Accounts team. You will use in-depth product knowledge to respond to inquiries, process orders, and coordinate with multiple departments to resolve issues.

The role requires strong communication, multitasking ability, and a customer-first mindset to help drive company success. Hours are standard business days with occasional overtime during peak periods.

Qualifications

• High School diploma or equivalent required.
• Customer service experience preferred.
• Basic computer skills and data entry experience.

Responsibilities

• Provide timely and accurate information on order status and product details.
• Process orders, changes, returns and payments per department procedures.
• Coordinate with other departments to resolve customer questions and issues.
• Provide feedback on service failures or customer concerns to improve processes.
• Collaborate with the sales team to meet and exceed service expectations.
• Answer calls, track shipments, take payments, and place orders.
• Maintain rapport with customers and manage multiple priorities under pressure.

Skills

Customer focus

Problem solving

Communication

Teamwork

Detail oriented

Adaptability

Education

High School diploma

Job description

Summary/Objective:

The National Account Specialist is motivated to maintain customer satisfaction and contribute to company success. Be responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the National Accounts department.

Essential Functions:

• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer order/changes/returns/payments according to established department policies and procedures.
• Liaison between other departments to resolve customers concerns or issues.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations.
• Answer customer calls, track trucks, take payments, place orders.
• Must have the ability to establish a good rapport with customers.
• Strong time management and prioritize skills.
• Must multitask to work under pressure.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies:

• Customer/Client Focus.
• Problem Solving/Analysis.
• Communication proficiency.
• Teamwork.
• Detail oriented.
• Adaptability.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, excel knowledge, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, time varies, overtime and weekends only during our busy seasons (tax time and back to school)

Travel:

No travel is expected for this position.

Required Education and Experience:

• High School graduate.
• Customer service experience.
• Computer experience.

AAP/EEO Statement:

Corsicana Mattress Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Corsicana Mattress Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Corsicana Mattress Company expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Corsican Mattress Company employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.