Consumer Experience Specialist

3 months ago

Summerville, United States Design House Inc Full time
Job DescriptionJob Description

Founded in 1872 and based in Wisconsin, Design House® provides a variety of home products to create living spaces you'll love at prices you'll appreciate. We offer products for every room at an affordable price because we believe that upgrading your home shouldn't break the bank.

Job Purpose:

As Design House focuses on driving consumer engagement and satisfaction, this role is critical in ensuring delightful consumer experiences by communicating directly with consumers, answering questions, ensuring prompt fulfillment of their orders, and addressing requests. This position can be located in SE Wisconsin or South Carolina (Summerville)

Essential duties and responsibilities:

  • Ensure timely response to consumer-direct interactions and orders
  • Prioritize the following daily tasks: Consumer phone calls, emails and website tickets, consumer questions via sales, review and social media portals, order entry, backorder/late order avoidance, cancellations, returns, replacements, refunds, and review response
  • Enter and ensure timely completion of sales portal service tickets
  • Own all shipping logistics, warehouse follow-ups, carrier disputes and other shipping related issues relating to the consumer-direct business
  • Play a key role in the organization's focus on consumer experience, including bringing insights to content, sales, product, and operations teams to guide improvements
  • Track and report several key performance indicators of consumer experience success
  • Think of and drive improvements for all consumer touchpoints
  • Be an important member of the Sales & Marketing team


Qualifications:

  • Associate degree in business, marketing, communications, or related field preferred
  • Strong knowledge and understanding of ecommerce sales portals and processes
  • Experience interacting directly with consumers, and a track record of positive feedback
  • Ability to convey positive, caring tone when interacting with consumers
  • Demonstrated ability to manage a daily checklist of tasks, consistently complete detailed tasks and follow processes closely
  • Exceptional time management and communication skills, with keen attention to detail
  • Understanding of how to track, measure and report activity, and turn those measurements into insights that can be used to improve practices
  • Ability to manage projects and collaborate with various other people to efficiently accomplish tasks
  • Desire to continually learn, as well as create and improve processes and results
  • Clear focus on the consumer (end user) experience and satisfaction


Benefits:
  • Hybrid work schedule – work up to 3 days from home
  • Medical, Dental & Vision Insurance
  • Life Insurance
  • Short Term and Long-Term Disability Insurance
  • Wellness activities
  • Health Savings Account company contribution for qualified HDHP
  • Employee Assistance Program
  • 401k Retirement Savings Plan with company match up to 3 ½%
  • Profit sharing
  • Paid holidays
  • PTO - Starting at 13 Days
  • Tuition reimbursement
  • Excellent employee discounts on products

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