Retail Customer Experience Specialist (Melbourne, FL)

Caesarstone

Full-time - Entry Level

Merchant Wholesalers, Durable Goods

About the position

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.

Responsibilities

• Fulfill both walk-in retail and online order activities
• Input all sales orders taking the process from order entry to pick release
• Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
• Print delivery notes for the Warehouse Team once pick release process is complete
• Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes
• Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution
• Troubleshoot issues within the customer service process
• Assist with complex invoice requests and order entries
• Coordinate RMA requests and facilitates scheduling
• Escalate outstanding credit holds with credit team
• Liaise with sales team to ensure orders are fulfilled
• Manage customer service levels and ensure quality standards are maintained, escalating issues as necessary
• Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
• Work cross functional to facilitate transfers and escalate problems/concerns
• Escalate any capacity issues to management
• Determine open order requirements and prioritize unloading of containers
• Manage open order requirements and pull/push inventory from other locations, as required
• Reconcile paperwork, daily
• Other duties as assigned

Requirements

• High school diploma required; post-secondary education with a focus on business a plus
• Two (2) plus years of related customer service experience
• Strong customer service and troubleshooting skills
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment
• Ability to effectively communicate verbally and in writing
• Ability to work well under pressure
• Proven data entry, data editing, and typing skills
• Demonstrated experience analyzing and resolving customer service and client issues
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Ability to respond quickly in a dynamic and changing environment
• Ability to build and maintain lasting relationships within various corporate departments with key business partners and customers

Benefits

• Exceptional benefits
• Competitive salaries
• Compassionate and collaborative company culture