The Customer Experience Specialist is responsible for managing all stages of the order lifecycle from start to finish. The ideal candidate is detail-oriented, highly organized, and skilled in customer service, problem-solving, and prioritization. We are seeking an individual with experience in Customer Service and Order Coordination to join our vibrant team.

Requirements

• Maintain open, proactive communication with customers, dealers, and sales staff to ensure a high level of customer satisfaction

• Accurately enter customer purchase orders into the 2020 system

• Coordinate and manage all assigned orders efficiently and on schedule

• Notify customers and sales staff of order-related issues and provide effective solutions

• Work with the production team to expedite orders and accommodate special delivery requests

• Provide accurate freight quotes in a timely manner

• Assist with order corrections, warranty requests, and sample requests

• Support Operations and Sales teams with administrative duties as required

• Maintain thorough knowledge of BRC’s products, processes, and procedures

• Prioritize tasks effectively in a fast-paced environment

• Identify and resolve internal and external issues through strong problem-solving skills

• Perform other duties as assigned

QUALIFICATIONS

To be able to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2–3 years of experience in customer service, order coordination, or related roles
• Strong PC skills, including Microsoft Word, Excel, PowerPoint, and CRM software
• Experience administering projects and planning logistics across various project phases
• Furniture industry knowledge required; experience with office furniture dealers or manufacturers is an asset
• Strong analytical and problem-solving abilities
• Ability to work irregular hours or extended shifts as needed

ADDED VALUE (ASSETS)

• Post-secondary degree or diploma
• Experience reading and interpreting architectural plans, specifications, and elevations
• 1–2 years of experience in commercial office furniture, architecture/interior design, commercial real estate, or construction
• Strong business acumen and professional selling skills
• Proven customer service, project coordination, and negotiation skills
• Initiative-driven with a positive attitude and strong problem-solving mindset
• Excellent collaboration, teamwork, and interpersonal skills
• Ability to switch between projects quickly without losing detail
• Strong written and verbal communication skills
• Comfortable working in a fast-paced environment

COMPETENCIES

• Organizational Awareness: Acts in alignment with organizational goals, policies, and business strategies
• Planning & Organizing: Accurately estimates timelines, sets goals, and executes work plans
• Results Orientation: Focuses on achieving desired outcomes and meeting/exceeding performance standards

Benefits

Working Conditions

• Ability to attend and conduct presentations
• Manual dexterity required for computer use and related tools
• Overtime may be required