Customer Experience Specialist

The Customer Service Representative is responsible for the Customer Experience in the retail showroom of the DCs, including order fulfillment activities by walk-in customers and through online orders. This role will be responsible for ensuring orders are processed and fulfilled with excellent customer service, in partnership with our sales and operations colleagues, with a primary focus on assisting all customers - internal and external - in a friendly and expeditious manner and educating customers on alternative solutions/materials as required.Contribution Facilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provide best-in-class customer service, as a clear differentiator from our competitors.Key ResponsibilitiesFulfill both walk-in retail and online order activitiesInput all sales orders taking the process from order entry to pick releaseEnter all sales orders accurately and on a timely basis to facilitate delivery cut off timelinesPrint delivery notes for the Warehouse Team once pick release process is completeMonitor on hold orders and request release on a timely basis to facilitate cut off timeframesMake sure customer issues are addressed and handled professionally, leaving the customer with a positive resolutionTroubleshoot issues within the customer service processAssist with complex invoice requests and order entriesCoordinate RMA requests and facilitates schedulingEscalate outstanding credit holds with Credit teamLiaise with Sales Team to ensure orders are fulfilledManage Customer Service levels and ensure quality standards are maintained, escalating issues as necessaryReview Open Order Reports with Distribution Center Manager and anticipate any logistics challengesWork cross functional to facilitate transfers and escalate problems/concernsEscalate any capacity issues to managementDetermine open order requirements and prioritize unloading of containersManage open order requirements and pull/push inventory from other locations, as requiredReconcile paperwork, dailyOther duties as assignedRequirements:High school diploma required; post-secondary education with a focus on business a plusTwo (2) plus years of related customer service experienceStrong customer service and troubleshooting skillsExceptional conflict resolution, negotiation, and objection handling skillsHighly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environmentAbility to effectively communicate verbally and in writingAbility to work well under pressureProven data entry, data editing, and typing skillsDemonstrated experience analyzing and resolving customer service and client issuesAbility to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions requiredAbility to respond quickly in a dynamic and changing environmentAbility to build and maintain lasting relationships within various corporate departments with key business partners and customerWORKING CONDITIONSManual dexterity required to operate telephone, computer, and peripherals.Interacts with employees, management, and the public at large.Repetitive workWalking on hard surfaces may be required (within warehouse environment)PPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environmentOvertime may be requiredLifting or moving up to 10lbs may be requiredWHAT WE OFFER:Caesarstone is proud to provide employees with a comprehensive and attractive benefits program which includes the following:The base rate for this role is between $24.00 to $30.00 (Geo II Northern California) plus team result based performance bonus opportunities.Comprehensive benefit package including: Medical, Dental and Vision Insurance, Employer-Paid Basic Life Insurance, AD&D and Short-Term Disability, plus insurances such as Short-Term Disability and Long-Term Disability, Voluntary Accident, and Critical IllnessAn Employee Assistance Program that you or your dependents can accessGenerous Paid Time Off and Paid Holidays401(k) Retirement Plan (with employer match)Internal ongoing educational/training opportunitiesCompetitive compensationContinuous coaching & mentorshipCaesarstone US expressly prohibits any form of unlawful employee 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 Caesarstone US employees to perform their expected job duties is absolutely not tolerated.We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.