Customer Experience Specialist - Digital

Summary of Position:

We are seeking a friendly, organized, and customer focused Customer Service Representative to join our team. This position will report directly to the Sr. Director of Digital Operation at the Fort Lawn location. This position will be responsible for providing excellent service to customers, responding to inquiries, resolving issues, and ensuring a positive customer experience from order placement through fulfillment.

A key part of this role will be supporting online orders placed through the Springs Creative and Baxter Mill websites. The ideal candidate will be comfortable working with e-commerce orders, communicating with customers, and coordinating with internal teams to ensure orders are processed accurately and efficiently. This role will also be working with house accounts to ensure promoted and accurate information regrinding order entry and order status.

Responsibilities / Duties:

• Process customer orders received into the ERP System.
• Respond promptly and professionally to customer inquiries by phone, email, and other communication channels.
• Provide assistance with product questions, order status, shipping, returns, exchanges, and general customer concerns.
• Review online orders for accuracy and help ensure orders move through the fulfillment process efficiently.
• Communicate with customers regarding order updates, delays, shipping questions, and other order-related issues.
• Troubleshoot customer concerns and work toward timely, satisfactory resolutions.
• Coordinate with sales, warehouse, fulfillment, and other internal teams as needed to resolve customer and order issues.
• Process returns, exchanges, replacements, and other customer service requests according to company policies.
• Maintain accurate customer and order information in company systems.
• Follow up on outstanding customer issues to ensure they are fully resolved.
• Identify recurring customer or order issues and communicate opportunities for process improvement to management.
• Maintain a positive, professional, and helpful attitude in all customer interactions.
• Assist with other administrative and customer service duties as needed.

Minimum Qualifications Required:

• Two- or Four-Year Degree preferred
• Three or more years’ experience in customer service and/or scheduling
• Ability to meet communicated schedules and deadlines.
• Comfortable working with computers, email, order management systems, and online platforms.
• Ability to manage multiple customer requests and priorities at the same time.
• Strong problem-solving and follow-up skills.
• Ability to work independently while also collaborating effectively with a team.
• Professional, dependable, and customer-focused attitude.
• Experience supporting website or online orders is a plus.

Competencies:

• Must be organized, detail-oriented, self-motivated, and able to multitask.
• Excellent written and verbal communication skills
• Organizational skills
• Exceptional interpersonal skills
• Assume liability for decisions made.
• Ability to make good decisions under pressure.
• Ethical Conduct
• Positive attitude
• Analytical and critical thinking
• Initiative
• Punctuality and Efficiency
• Reliability
• Time Management
• Ability to work weekends and off-shifts as needed.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay: $18.00 - $21.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person