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    Retail Customer Experience Specialist - Cincinnati, United States - Caesarstone

    Caesarstone
    Caesarstone Cincinnati, United States

    4 weeks ago

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    Description
    As the pioneer and innovator of Quartz Surfacing solutions, Caesarstone sparked a revolution in the global market for countertops.

    As we continue to transform the surface industry through quality, passion and hard work, we are committed to building empowered teams and delivering a second-to-none customer experience.

    Caesarstone proudly maintains a leading presence in more than 50 countries, with our global head office in Israel, along with four state-of-the-art manufacturing plants in the USA, Israel, and India.

    With our North American headquarters in Charlotte, NC, our teams reach across multiple regions across the USA and Canada.
    Overview

    The Customer Service Representative is responsible for the Customer Experience in the retail showroom of the Distribution Centers, 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 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

    Knowledge and Skills Requirements
    High school diploma required; post-secondary education with a focus on business a plus
    Proven data entry, data editing, and typing skills
    Two (2) plus years of related customer service experience
    Strong customer service and troubleshooting skills
    Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
    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
    Demonstrated experience analyzing and resolving customer service and client issues
    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 customer

    WORKING CONDITIONS
    Manual dexterity required to operate telephone, computer, and peripherals.
    Interacts with employees, management, and the public at large.
    Walking on hard surfaces may be required (within warehouse environment)
    PPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environment
    Lifting or moving up to 10lbs may be required

    WHAT 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 $20.00 to $ team result based performance bonus opportunity

    Comprehensive benefits 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 Illness
    An Employee Assistance Program that you or your dependents can access
    Generous Paid Time Off and Paid Holidays
    401(k) Retirement Plan (with employer match)
    Internal ongoing educational/training opportunities
    Competitive compensation

    During the interview process, total compensation will be determined in alignment with market data, team equity, and the experience & capabilities of each candidate.

    Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

    Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities.

    This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    Caesarstone 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.


    OUR COMPANY VALUES

    People First:

    We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.


    Accountability:
    Together, we take ownership of our actions, business, and future.

    Innovation:
    We are committed to fresh thinking and breakthrough ideas that create value.

    Winning Spirit:

    We are enthusiastic and foster a 'can-do' attitude in striving to be No 1.We are committed to excellence and share and celebrate our achievements.

    #J-18808-Ljbffr
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