Customer Experience Specialist — CRM & Trade Support

Rize Home; Detroit (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid Time Off

401k With Match

9 Paid Holidays

Dental & Vision Insurance

Flexible Schedule

Employee Discounts

Disability Insurance

Maternity/Paternity Leave

Employee Assistance Program

Recognition Program

Company Celebrations

Calm App Subscription

Professional Development

Job summary

Floyd CX Team is seeking a Customer Experience Associate in Detroit, MI to advocate for customers through email, chat, and scheduled calls. You will work across departments to solve issues and ensure a smooth customer journey from pre-purchase questions to post-purchase support.

You will manage CRM tickets, support trade accounts, process orders, and coordinate with Product and Warehouse teams to uphold service standards.

Qualifications

• Highly organized with a personal system for staying organized.
• Strong attention to detail and follow-through in written and verbal communication.
• Curiosity to improve efficiency and willingness to share new ideas.

Responsibilities

• Work CRM tickets in support of Customer Service team, including difficult issues. Establish supportive, trusting relationships with warehouse, product and customer service teams.
• Manage trade program with Product team including oversight of opening of new trade accounts and re-establishment of inactive accounts.
• Process new retail orders and proactively coordinate with the Product team to correspond with customers to confirm satisfactory order completion.
• Ensure timely and accurate responses to all customers.
• Facilitate customer inquiries or issues with appropriate internal departments.
• Follow-up on customer issues to ensure resolution.
• Boost CRM AI bot interactions to improve responses and resolutions.
• Provide timely feedback to the company regarding service failures and/or customer complaints.
• Stay up to date and knowledgeable with the company product line, promotions and any inventory issues.
• Recommend improvements in products, packaging, shipping, service, or procedures to further enhance customer experience.
• Maintain positive customer and team interactions and relationships.
• Assist with special projects including shed sales or other promotional events, and perform other duties as assigned.

Job description

Floyd CX Team is seeking a Customer Experience Associate in Detroit, MI to advocate for customers through email, chat, and scheduled calls. You will work across departments to solve issues and ensure a smooth customer journey from pre-purchase questions to post-purchase support.

You will manage CRM tickets, support trade accounts, process orders, and coordinate with Product and Warehouse teams to uphold service standards.