Caesarstone
posted 4 months ago
As the Retail Customer Experience (CX) Specialist at Caesarstone, you will play a pivotal role in ensuring an exceptional customer experience in our retail showroom. This position is integral to the order fulfillment process for both walk-in customers and online orders, requiring a commitment to delivering outstanding service. You will work closely with our sales and operations teams to ensure that all customer interactions are handled with professionalism and efficiency. Your primary focus will be on assisting customers—both internal and external—by providing timely and accurate information, troubleshooting issues, and educating them on alternative solutions and materials as necessary. In this role, you will facilitate a quick, customer-centric response to daily demands for retail and online order fulfillment, supporting the company's initiatives. You will be responsible for processing orders accurately and promptly, ensuring that delivery cut-off timelines are met. This includes entering sales orders, printing delivery notes for the warehouse team, and monitoring on-hold orders to ensure timely release. You will also handle customer inquiries and issues, striving to leave each customer with a positive resolution. Your ability to troubleshoot and resolve conflicts will be essential in maintaining high customer service levels and quality standards. Additionally, you will coordinate return merchandise authorization (RMA) requests, manage customer service levels, and work cross-functionally to address any logistics challenges. Your role will require you to anticipate potential issues and escalate them as necessary, ensuring that all open order requirements are met efficiently. This position is not only about fulfilling orders but also about building and maintaining lasting relationships with customers and key business partners across various departments.