Customer Experience Associate

Floyd • Detroit, MI

2d

About The Position

Floyd is changing the way people consume, keep, and enjoy furniture. Our products are built around the idea that well-designed furniture should be accessible, long-lasting, and ship to your door. We create innovative products that challenge the common convention of furniture and the experience of buying it. We don’t just make furniture — we care about the environment and all who inhabit it. We believe diversity is important in all areas of our business. We are actively pursuing people who will add to & evolve our culture because we know when folks from different backgrounds get in a room together, we make magic. We’re building an inspiring & inclusive place where people can work and grow…so we can make really great products.

Requirements

• Highly organized. Our resources are organized but your own system of organization is important.
• Strong attention to detail & follow through.
• Ability to communicate quickly, thoroughly, and accurately in writing.
• Curiosity around improving efficiency for you and your teammates and willingness to bring forth new ideas.

Nice To Haves

• Prior CX experience a plus.

Responsibilities

• Work CRM tickets in support of Customer Service team, including difficult issues.
• Establish supportive, trusting relationships with warehouse, product and customer service teams.
• Manage trade program with Product team including oversight of opening of new trade accounts and re-establishment of inactive accounts.
• Process new retail orders and proactively coordinate with the Product team to correspond with customers to confirm satisfactory order completion.
• Ensure timely and accurate responses to all customers.
• Facilitate customer inquiries or issues with appropriate internal departments.
• Follow-up on customer issues to ensure resolution.
• Boost CRM AI bot interactions to improve responses and resolutions.
• Provide timely feedback to the company regarding service failures and/or customer complaints.
• Stay up to date and knowledgeable with the company product line, promotions and any inventory issues.
• Recommend improvements in products, packaging, shipping, service, or procedures to further enhance customer experience.
• Maintain positive customer and team interactions and relationships.
• Assist with special projects including shed sales or other promotional events, and perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed