Customer Experience Representative

Position Summary
A leading fine jewelry manufacturer is seeking a
Customer Experience Representative
to join their dynamic team. This role serves as a key point of contact for customers and Territory Managers, ensuring that every interaction reflects the company's high standards of service and professionalism. The position is responsible for managing incoming calls, processing customer orders, coordinating special requests, and supporting sales activities.

The ideal candidate is detail-oriented, customer-focused, and thrives in a collaborative environment. If you enjoy building relationships, solving problems, and contributing to a company that values excellence and teamwork, this role could be the perfect fit.

This position reports to the
Customer Experience Manager
and plays an integral role in strengthening long-term customer relationships and supporting the sales organization.

KEY RESPONSIBILITIES
Customer Service & Order Management

• Answer incoming customer calls promptly and professionally, ensuring each interaction provides a positive experience.
• Accurately enter phone, web, fax, and Territory Manager orders into the ERP system (Dynamics NAV).
• Assist customers with inquiries, special requests, and product information.
• Collaborate with Territory Managers on custom orders, including quoting, coordinating, and processing.

Sales & Territory Support

• Fulfill Territory Manager requests for marketing materials, product samples, and other resources.
• Manage Territory Manager sales lines and ensure timely updates and communication.
• Provide responsive support to help sales teams achieve business goals.

Returns & Repairs

• Process customer returns in alignment with company policies and quality standards.
• Receive and process repair or special order jobs into the ERP system.

Cross-Functional Collaboration

• Provide back-up coverage across other Customer Experience functions.
• Support merchandising, marketing, and other customer-facing initiatives as needed.
• Participate in continuous improvement projects and recommend process efficiencies.
• Maintain adherence to company policies, procedures, and quality assurance standards.

SKILLS, EXPERIENCE & QUALIFICATIONS
Technical & Professional Expertise

• 2-3 years of customer service experience, ideally in order entry or client support within a product-based company.
• Proficiency with MS Office applications and ERP systems (experience with Dynamics NAV preferred).
• Strong problem-solving and analytical skills, particularly in evaluating customer requests and returns.

Work Ethic & Team Fit

• Exceptional attention to detail with a focus on accuracy and completeness.
• Clear and professional communication skills, both written and verbal.
• Ability to multitask effectively while maintaining a customer-first mindset.
• Self-motivated, adaptable, and comfortable in a fast-paced environment.

Education & Training

• High school diploma required; associate degree or equivalent post-secondary education preferred.

WORKING ENVIRONMENT & CONDITIONS

• Standard office environment with regular computer and phone use.
• Occasional ability to lift or move up to 25 pounds.
• Operates with a high degree of autonomy, under general supervision.
• Work Schedule: Monday - Friday from 8:30AM - 5:00PM

COMPENSATION & BENEFITS

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (PTO) and vacation accrual.
• Collaborative and supportive team culture.
• Nights and weekends free.

WHY JOIN
This is an opportunity to be part of a well-respected jewelry manufacturer with a legacy of craftsmanship and customer care. You'll work alongside a dedicated team in a professional, fast-paced environment that values service, innovation, and excellence. 
ABOUT OUR CLIENT
Our client is a leader in the fine jewelry manufacturing industry, known for their craftsmanship, customer service, and long-standing reputation for quality. With a strong commitment to both their customers and employees, they provide an environment where excellence, teamwork, and growth are at the forefront. 
This role requires U.S. work authorization. Sponsorship for employment visas is not available through CAZA Collective or our clients.
CAZA Collective proudly represents leading organizations in fine jewelry and beyond. We celebrate diversity and are committed to an inclusive and equitable hiring process.