MGBW Customer Experience Associate

Surya; Taylorsville (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Surya Inc. is seeking a Customer Care Associate for our Taylorsville, NC onsite facility. This role focuses on processing orders, resolving inquiries, and delivering an outstanding customer experience across phone and email channels.

Ideal candidates have 2+ years in customer service, strong MS Office skills, and comfort with ERP and ticketing systems. You will work cross-functionally to resolve issues with professionalism and efficiency.

Qualifications

• 2+ years of customer service experience; furniture industry experience preferred.
• Proficiency with Microsoft Office (Excel, Outlook, Word).
• Experience with ERP systems (Dynamics AX) and ticketing systems is a plus.
• Strong organizational, multitasking, and communication skills.
• Customer-centric mindset with a strong work ethic.
• Ability to adapt in a fast-paced environment.

Responsibilities

• Provide an exceptional customer experience by engaging directly with customers via phone and email.
• Process orders accurately and efficiently while delivering exceptional service.
• Resolve customer inquiries, concerns, and questions by researching issues and communicating clear resolution options.
• Collaborate cross-functionally to resolve a variety of customer issues.
• Provide internal and external customers with accurate and complete information.
• Identify root causes of customer issues and support resolution.
• Handle escalated situations with professionalism, empathy, and positivity.
• Utilize multiple systems to research, resolve, and document customer interactions.
• Clearly communicate resolution steps to customers.
• Follow up in a timely manner with customers and internal partners.

Skills

Customer service

Organizational skills

Multitasking

Communication skills

Customer-centric mindset

Adaptability

Tools

Microsoft Office

ERP systems (Dynamics AX)

Ticketing systems

Job description

Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.’s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold + Bob Williams, Livabliss, and RST Brands. Surya Inc. has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times.

JOB SUMMARY

The Customer Care Associate is a customer-focused role responsible for completing tasks that improve customer experience. This position provides direct support to internal and external customers by processing orders, resolving inquiries, and ensuring accurate and timely communication. Success in this role requires strong attention to detail, problem-solving skills, and a commitment to delivering exceptional service in a fast-paced, customer-oriented environment.

RESPONSIBILITIES

• Provide an exceptional customer experience by engaging directly with customers via phone and email
• Process orders accurately and efficiently while delivering exceptional service
• Resolve customer inquiries, concerns, and questions by researching issues and communicating clear resolution options
• Collaborate cross-functionally to resolve a variety of customer issues
• Provide internal and external customers with accurate and complete information
• Identify root causes of customer issues and support resolution
• Handle escalated situations with professionalism, empathy, and positivity
• Utilize multiple systems to research, resolve, and document customer interactions
• Clearly communicate resolution steps to customers
• Follow up in a timely manner with customers and internal partners

QUALIFICATIONS AND REQUIREMENTS

• 2+ years of customer service experience required; furniture industry experience preferred
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Experience with ERP systems (Dynamics AX preferred) and ticketing systems is a plus
• Strong organizational, multitasking, and communication skills
• Customer-centric mindset with a strong work ethic
• Ability to adapt in a fast-paced environment

LOCATION

This role is an onsite position located at our Taylorsville, NC facility.