Customer Experience Coordinator

Thos. Moser Cabinetmakers Inc.•Auburn, ME

About The Position

Thos. Moser is seeking a motivated, service-driven professional to help build the next generation of our Customer Experience function. You’ll start by learning our business from the ground up — working directly with customers, mastering our systems, and supporting day-to-day operations that define our post-sale experience. Over the first 4–6 months, you’ll develop a deep understanding of how we serve our customers and collaborate across departments. From there, you’ll play a key role in shaping what our Customer Experience department can become — improving processes, mentoring others, and helping us deliver thoughtful, seamless experiences at every stage of the customer journey. If you’re someone who loves both doing and leading, thrives in a people-centered environment, and takes pride in details, this role offers a rare opportunity to grow into a future leadership position within a legacy brand.

Requirements

2+ years of experience in customer service, client relations, or operations — ideally in a premium, design, or craftsmanship-driven environment.
Energized by both helping customers directly and improving systems for the long term.
Exceptionally organized, detail-oriented, and comfortable juggling multiple priorities.
A clear, professional communicator in both writing and speech.
A natural problem-solver who takes initiative and sees challenges as opportunities.
Experienced with CRM tools (HubSpot a plus).
Aligned with our values of craftsmanship, hospitality, integrity, and continuous improvement.

Responsibilities

Field incoming customer calls and emails with warmth, professionalism, and accuracy.
Assist with order- and repair-related inquiries, ensuring prompt, reliable, and accurate information is provided.
Manage customer repair requests — coordinating with Production and Logistics, communicating timelines clearly, and following through to resolution.
Schedule customer pickups and factory tours.
Represent the Thos. Moser brand with craftsmanship, empathy, and integrity in every interaction.
Develop and maintain a strong working knowledge of Moser furniture design, materials, and construction.
Maintain reports and customer data in HubSpot and other internal systems.
Coordinate with Sales, Production, and Logistics to ensure smooth order fulfillment, delivery, and post-sale experiences.
Monitor and maintain accuracy in order entry, change alerts, and delivery scheduling.
Coach and support other team members as the department grows.
Define and track service standards for response times, order accuracy, and customer satisfaction.
Oversee HubSpot workflows and ensure data accuracy and efficiency.
Handle escalated or high-touch customer issues with empathy and precision.
Identify and help implement process improvements that streamline collaboration between Sales, Operations, and Logistics.
Design and support customer experience programs that surprise, delight, and retain customers.
Report on key CX metrics and advocate for the customer’s perspective in internal discussions.