Customer Experience Specialist — Order Support & Returns

Knoll Inc.; Zeeland (MI); On-site; USD 25,000 - 30,000; Full time

Job summary

Design Within Reach is seeking a Customer Service Specialist to manage daily customer requirements, including returns, replacements, cancellations, and order status. You will support the Retail Operations team and report to the Customer Service Managers, with a Tuesday-Saturday 9am-6pm ET schedule.

Ideal candidates have 2-3 years in customer-facing roles, strong communication, and the ability to handle multiple priorities with accuracy and empathy in a fast-paced environment.

Qualifications

• 2-3 years of experience in a customer-facing service role with a focus on operational excellence.
• Outstanding written and verbal communication skills.
• Ability to work with a high degree of accuracy and attention to detail.
• Discretion in handling confidential financial and personal information.
• Ability to handle stressful and demanding situations with composure.
• Strong problem-solving and prioritization abilities.
• Ability to quickly develop rapport with internal and external groups.
• Excellent organizational and time management skills; self-motivated.
• High energy and teamwork orientation.
• Proficiency in Microsoft Office; Salesforce experience a plus.

Responsibilities

• Answer incoming phone calls and written correspondence to assess needs and resolve issues.
• Manage customer inquiries with accuracy, empathy, and timely resolution.
• Rotate through operational systems and maintain product knowledge.
• Coordinate with Sales to ensure continuity of care across channels.
• Review and resolve order payment issues.

Skills

Customer service

Communication

Attention to detail

Discretion

Problem solving

Time management

Teamwork

CRM Salesforce

MS Office

Tools

Salesforce

MS Office

Job description

Design Within Reach is seeking a Customer Service Specialist to manage daily customer requirements, including returns, replacements, cancellations, and order status. You will support the Retail Operations team and report to the Customer Service Managers, with a Tuesday-Saturday 9am-6pm ET schedule.

Ideal candidates have 2-3 years in customer-facing roles, strong communication, and the ability to handle multiple priorities with accuracy and empathy in a fast-paced environment.