US Customer Experience Representative

Joma Jewellery and Katie Loxton•Mooresville, NC

8d•$33,000 - $37,000•Hybrid

About The Position

We’re looking for a Customer Experience Representative to join our friendly, passionate and collaborative team. As part of our Customer Experience team, you’ll play a key role in making every interaction feel personal, positive and effortless. You will make an impact by becoming a true brand ambassador, supporting our wholesale customers and Territory Managers across phone, email and direct messaging, as well as representing our brands face-to-face at tradeshows. From answering product questions and processing orders to finding solutions and keeping customers up to date, you’ll be there to make sure every customer feels valued and supported. You’ll bring a proactive, knowledgeable and friendly approach to every conversation, always looking for opportunities to exceed expectations and create an experience our customers remember for all the right reasons. You’ll be based at our Mooresville office, Monday to Friday, 9am–5pm. Once fully trained, you’ll have the flexibility to work from home one day a week.

Requirements

Previous experience in a telephone-based customer service or administration role.
Experience working with both wholesale and retail customers would be a real plus.
A naturally warm, positive and empathetic approach, with a genuine passion for helping people.
Excellent written and verbal communication skills, with the confidence to communicate professionally across a variety of channels.
Strong attention to detail and the ability to process information accurately.
Intermediate Microsoft Excel knowledge.
Experience using ERP and accounting software, or a willingness to learn new systems quickly. Experience with NetSuite would be advantageous.
Excellent organisation and time-management skills, with the ability to prioritise your workload and stay calm in a fast-paced environment.
A proactive, solutions-focused mindset with a natural ‘can-do’ attitude.
A passion for delivering exceptional customer experiences and making every interaction feel personal.

Nice To Haves

Experience working with both wholesale and retail customers would be a real plus.
Experience with NetSuite would be advantageous.

Responsibilities

Building warm and positive relationships with our wholesale customers and Territory Managers, providing friendly and knowledgeable support by phone, email and direct messaging.
Responding to a wide range of customer enquiries, from general product questions through to account-specific requests, always with a helpful and solutions-focused approach.
Processing customer orders through our fulfilment system and carefully reviewing order details within NetSuite to ensure everything is accurate and scheduled for production.
Keeping customers informed throughout the order journey, including lead times, scheduling and any updates they need to know.
Proactively resolving day-to-day customer queries and issues, taking ownership from start to finish and looking for opportunities to go above and beyond.
Keeping customer account information, records and administrative filing accurate and up to date.
Processing credit card transactions and handling customer payment information with care and professionalism.
Supporting the Finance team with Accounts Receivable queries and related customer account activity.
Sharing your product knowledge and passion for our brands, confidently answering questions and introducing customers to relevant products and services.
Staying up to date with our latest products, collections and offerings so you can provide quick, accurate and inspiring support.
Working closely with the wider team to achieve individual and team goals and KPIs, always bringing a positive and collaborative attitude.
Representing our brands at tradeshows, building relationships and delivering the same thoughtful customer experience face-to-face.
Ensuring company policies and processes are consistently followed.