Customer Experience Representative

Job Description

Job Description

THE OPPORTUNITY

As a Customer Experience Representative, you’ll play a pivotal role in delivering an exceptional, personalised experience for each of our customers. You’ll be the friendly and knowledgeable voice of our brand who is responsible for responding to enquiries, supporting wholesale partners, and working collaboratively across teams to resolve issues with efficiency and care.

You will make an impact by engaging with customers via phone, email, and direct messaging, and you’ll also have the chance to represent the brand face-to-face at tradeshows. From managing orders through our systems to keeping records accurate and resolving challenges proactively, every day offers variety and the chance to make a real impact.

This is a hands-on, customer focused role that would suit someone who thrives in a lively environment, enjoys problem solving and takes pride in making every interaction positive and personal.

This role would be perfect for someone who loves connecting with people and making a real difference to enhance the customer experience.

The role is Monday - Friday 9am-5pm. You'll enjoy the exciting buzz of our friendly office in Mooresville, North Carolina.

You'll be able to work from home x days per week.

BEHIND THE BRANDS

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

HOW YOU'LL CONTRIBUTE

· Being the first point of contact for customer and Territory Manager enquiries via phone, email and direct messaging, delivering helpful and timely responses.

· Supporting wholesale customers and internal teams with a range of general and account-specific queries.

· Processing orders accurately through our fulfilment and ERP systems (including NetSuite), ensuring all details are correct and scheduled appropriately.

· Maintaining up-to-date customer account information, records and administrative filing.

· Communicating order lead times, scheduling and payment processing clearly and professionally.

· Taking and processing credit card transactions securely and in line with company policies.

· Providing proactive product and service information to attract, support and retain customers.

· Liaising with the Finance team to support accounts receivable activities.

· Contributing positively to team goals, KPIs and continuous improvement initiatives.

· Building strong product knowledge to ensure customer questions are answered quickly and confidently.

· Supporting ad-hoc duties as reasonably requested by the Company.

THE TALENT YOU'LL BRING

· Previous telephone-based customer service and administration experience.

· A professional attitude and the ability to remain calm and helpful in all situations.

· Strong written and verbal communication skills with an empathetic approach.

· Intermediate Microsoft Excel knowledge and familiarity with ERP/accounting systems (NetSuite experience is a plus, with willingness to learn).

· Excellent organisational and time-management skills in a fast-paced environment.

· A proactive, team player mindset with strong problem-solving capabilities.

· Experience working with wholesale and retail customer bases is advantageous.

PERFECTLY PACKAGED

• A salary of $33,000 - $37,000

• A broad range of benefits

• Opportunities to make an impact as well as learn and develop further

• An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal

Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business world-wide/OR beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. We strive to be the best in our field, and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences, or personalities – it’s what you bring to the team that counts.

We are always striving to improve our way of working to be more inclusive, diverse and equal, including encouraging all team members to bring their ideas to the table as we know this is key to our continued success.