FACTORY UNLIKE ANY OTHER
  
 The American Leather factory is unique in the furniture industry. It allows us to create custom luxury furniture in Dallas, Texas, and deliver it to consumers' homes via our retail partners in about 30 days. Blending the best in technology, efficiency systems, and state-of-the-art craftsmanship allows us to offer the most beautiful styles, innovative mechanisms, and various custom options.

Each valued operations team member is key to upholding American Leather's commitment to quality, workmanship, and service. We look forward to receiving your application to join our exceptional team.

SUMMARY:  Under the direction of the Customer Experience Supervisors, the Customer Experience Representative interfaces with American Leather’s Brand Ambassadors, retailers, and designers to provide exceptional personalized service that aligns with our luxury brand and meets the expectations of our customers.

The Customer Experience Representative plays a key role in developing and maintaining positive relationships with internal and external customers by providing effective support and service through both verbal and written communication, as well as an in-depth understanding of the company’s products. The candidate should have a customer-centric approach to resolving issues and exceeding customer expectations. The Customer Experience Representative should be well-versed in problem-solving, time management, communication skills, and the use of multiple systems.

PRIMARY RESPONSIBILITIES:

• Provides timely and accurate information to customers, Brand Ambassadors, and other interested parties on a variety of topics, including product features, product warranty, quality, order fulfillment, pricing, and credit.
• Processes customer orders/changes according to established department policies and procedures.  

• Attention to detail: A meticulous approach to ensure accuracy in order processing, customer records, documentation, and product information.

• Processes customer returns according to established department policies and procedures.
• Works closely with the Credit Department to resolve disputed credit items.
• Provides timely feedback to management regarding service failures or customer concerns.
• Approves and processes service credits up to $250 without additional approval from the manager.
• Performs other related duties as assigned.
• Efficiently prioritize tasks and manage multiple responsibilities.  
• Process orders, warranty, parts, and service requests    
• Work closely with other departments to resolve issues and support growth.
• Provides feedback regarding customer concerns.
• The capacity to handle customer complaints, returns, and repairs professionally while finding effective solutions

KNOWLEDGE SKILLS & ABILITIES:

• Ability to offer innovative solutions and personalized recommendations to meet unique customer requests.
• Skill in reading and responding to customers' emotions and preferences to provide a tailored experience
• Ability to manage high volume email with quick response to internal/external customers
• Working knowledge of Microsoft Office, including Word and Excel
• Experience in addressing and resolving customer issues with tact and diplomacy.
• Ability to communicate clearly with customers primarily via telephone using a strong command of the English language.
• Ability to work in a team environment.
• Ability to work with a database or an ERP system.

MINIMUM REQUIREMENTS:

• High school diploma
• Some college preferred
• Minimum five years of customer service experience

EFFORT

• Sits in a cubicle.
• Operates a computer and keyboard.
• Enters data into a computer.
• Communicates with customers via telephone, email, and in person.

Some great perks and benefits you will receive:

• Competitive compensation and health insurance include medical, dental, vision, life, short/long-term disability, a flexible spending account, and a 401k plan. We also have an onsite wellness/fitness center that includes free personal training 2 times a week and yoga sessions once a week.