Customer Experience Coordinator

Job Description

Description:

The Customer Service Coordinator is responsible for delivering a positive and consistent experience for customers of James & James across both retail and remote channels. This role serves as a key point of contact for customer communication, guiding customers through product selection and customization while ensuring inquiries are handled efficiently and issues are resolved in a timely and professional manner. This position blends customer support, retail engagement, and sales coordination to create seamless and elevated customer experience.

What You'll Do:

• Guide customers online, and over the phone in selecting styles, sizes, and finishes, including navigating customization options
• Serve as a primary point of contact for customer inquiries via phone, email, text, and various messaging platforms in a timely and professional manner
• Support customer issue resolution and assist with escalations to ensure prompt and effective outcomes
• Communicate clear expectations and deliver consistent, high-quality customer experience
• Stay up to date on product knowledge, customization capabilities, and current promotions
• Collaborate with team members to achieve sales goals and foster a positive team environment
• Co-create and design personalized experiences with customers to meet their needs and vision
• Perform proactive and consistent follow-up with customers before and after the sale
• Accurately document customer interactions and order details to ensure clarity and accuracy
• Partner with internal teams to resolve customer concerns and improve processes
• Support improvement initiatives by providing feedback, tools, and guidance to help drive change and improvements to enhance overall customer experience

What We're Looking For:

• 2+ years of experience in customer service, retail, or a related role
• Strong written and verbal communication skills
• Ability to manage multiple communication channels and priorities effectively
• Strong attention to detail to ensure order accuracy and prevent miscommunication
• Proven ability to handle customer concerns with professionalism and empathy
• Experience with CRM systems or customer service platforms a plus
• Experience in retail sales or showroom environments
• Exposure to e-commerce, customization, or made-to-order products
• Customer-focused mindset with a passion for delivering exceptional experiences
• Love for design and interior decorating
• Strong interpersonal skills and ability to engage with diverse customers nationwide
• Strong organizational and time management skills
• Adaptability in a fast-paced environment
• Sales-driven mindset with a hunger to close and support revenue goals

Why You’ll Love Working Here:

• Opportunity to blend creativity, customer engagement, and sales impact in a dynamic retail environment
• Direct contribution to revenue growth and achievement of sales goals
• Ongoing growth in customer experience, sales, and interior design expertise
• Competitive salary and benefits.