The Customer Experience Specialist is responsible for managing all stages of the order lifecycle from start to finish. The ideal candidate is detail-oriented, highly organized, and skilled in customer service, problem-solving, and prioritization. We are seeking an individual with experience in Customer Service and Order Coordination to join our vibrant team.
Maintain open, proactive communication with customers, dealers, and sales staff to ensure a high level of customer satisfaction
Accurately enter customer purchase orders into the 2020 system
Coordinate and manage all assigned orders efficiently and on schedule
Notify customers and sales staff of order-related issues and provide effective solutions
Work with the production team to expedite orders and accommodate special delivery requests
Provide accurate freight quotes in a timely manner
Assist with order corrections, warranty requests, and sample requests
Support Operations and Sales teams with administrative duties as required
Maintain thorough knowledge of BRC’s products, processes, and procedures
Prioritize tasks effectively in a fast-paced environment
Identify and resolve internal and external issues through strong problem-solving skills
Perform other duties as assigned
QUALIFICATIONS
To be able to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
2–3 years of experience in customer service, order coordination, or related roles
Strong PC skills, including Microsoft Word, Excel, PowerPoint, and CRM software
Experience administering projects and planning logistics across various project phases
Furniture industry knowledge required; experience with office furniture dealers or manufacturers is an asset
Strong analytical and problem-solving abilities
Ability to work irregular hours or extended shifts as needed
ADDED VALUE (ASSETS)
Post-secondary degree or diploma
Experience reading and interpreting architectural plans, specifications, and elevations
1–2 years of experience in commercial office furniture, architecture/interior design, commercial real estate, or construction
Strong business acumen and professional selling skills
Proven customer service, project coordination, and negotiation skills
Initiative-driven with a positive attitude and strong problem-solving mindset
Excellent collaboration, teamwork, and interpersonal skills
Ability to switch between projects quickly without losing detail
Strong written and verbal communication skills
Comfortable working in a fast-paced environment
COMPETENCIES
Organizational Awareness: Acts in alignment with organizational goals, policies, and business strategies
Planning & Organizing: Accurately estimates timelines, sets goals, and executes work plans
Results Orientation: Focuses on achieving desired outcomes and meeting/exceeding performance standards
Working Conditions
Ability to attend and conduct presentations
Manual dexterity required for computer use and related tools
Overtime may be required
