What are the responsibilities and job description for the Customer Experience Specialist position at Besa Lighting?
Why Besa Lighting?
At Besa Lighting, we believe lighting is a magical combination of art and science. Lighting affects everyone and provides the challenge of merging creative expression with efficient performance. It has the power to transform an atmosphere — bringing a sense of “wow” or making a space complete.
Working at Besa means being part of a company where employees have a meaningful impact on our customers, operations, and culture. Since 1993, we’ve proudly offered “sensibly contemporary” lighting solutions across North America from our headquarters in the Columbus, Ohio metro area. We value innovation, teamwork, and the balance of passion at work and home.
Summary/Objective
We are seeking a Customer Experience Specialist who is not only dedicated to delivering exceptional customer service but also tech-savvy, highly detail-oriented, and process driven. This individual will help ensure data accuracy, smooth order flow, and consistent use of standard operating procedures (SOPs).
The ideal candidate is a problem-solver who can manage customer relationships, accurately input and verify order details, follow up on open orders, and collaborate with internal teams to ensure timely fulfillment. This role also requires someone who can document and improve processes, create SOPs, and lead by example in consistently following them.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
- Serve as the primary point of contact for customers via phone and email, providing accurate and timely support.
- Accurately enter and verify customer orders in the ERP system, ensuring product, pricing, and commission details are correct.
- Monitor open orders and proactively follow up to ensure timely progress through the fulfillment pipeline.
- Learn new systems quickly and assist in process improvements.
- Identify discrepancies in data or processes, resolve issues, and escalate when necessary.
- Develop, document, and maintain Standard Operating Procedures (SOPs) for customer service processes.
- Consistently follow and reinforce SOPs to ensure accuracy and efficiency.
- Collaborate with internal teams including Sales, Production, and Accounting to ensure seamless order handling.
- Build positive relationships with customers by demonstrating professionalism, product knowledge, and problem-solving ability.
- Contribute ideas to improve customer service operations and system workflows.
Competencies
- Strong customer/client focus
- High attention to detail and accuracy
- Problem-solving and analytical skills
- Technical proficiency and adaptability to new systems (ERP experience preferred)
- Strong written and verbal communication
- Time management and organizational skills
- Ability to create and follow SOPs consistently
- Team collaboration and leadership mindset
Supervisory Responsibility
This position does not currently supervise others but may provide leadership through SOP development, process guidance, and ERP support.
Work Environment
This job operates in a professional office environment with standard equipment such as computers, phones, and printers.
Physical Demands
- Regularly required to talk, hear, sit, use hands/fingers, and reach with arms.
- Occasionally may need to lift or move up to 20 pounds.
Position Type/Expected Hours of Work
- Full-time, in-office, 40 hours per week.
- Monday–Friday, 8:00 a.m.–5:00 p.m.
- Overtime may be required as necessary.
Travel
- Up to 2–3 weeks annually.
Required Education and Experience
- High school diploma or GED required; Associate’s or Bachelor’s degree a plus
- 2–4 years of customer service experience required
- Experience with ERP systems strongly preferred
- Proven ability to manage detailed data entry with accuracy
EEO Statement
Besa Lighting provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
Other Duties
This job description is not designed to cover a comprehensive listing of all duties. Duties and responsibilities may change at any time with or without notice.
Job Type: Full-time
Benefits:
- Health insurance
- Paid time off
Work Location: In person