Job Description

LOCATION: Union, NJ

REPORT TO: Client Experience Director

JOB SUMMARY:

As a Client Experience Associate, you will be responsible for a delightful customer experience. You seek and create opportunities to help your clients, your client’s businesses, and your client's customers in every interaction. Your client calls you, and the job gets done right the first time.

Thibaut is a rapidly growing home furnishings brand that produces wallcoverings, fabric, and furniture to interior designers and home retailers. Established in 1886, Thibaut is the nation’s oldest wallpaper company and has since evolved into a one-stop shop design house for the trade. Join this close-knit team that is rapidly growing for an incredible opportunity to get started in design.

ESSENTIAL JOB FUNCTIONS:

The customer service representative is responsible for providing accurate and effective customer service for all internal and external customers over the phone and via email in a professional, courteous, and timely manner. S/he will use excellent, in-depth knowledge of company products, processes, and programs, as well as communicating effectively with team members and customers.

Main Responsibilities:

• Own the customer’s experience from first contact to case resolution.
• Effectively and efficiently answer calls, emails, etc., using department policies, procedures, and protocols.
• Attend to details, verify your work before sending it on to the next person to work on.
• Clearly and concisely document every contact in a manner that anyone looking at it understands what transpired.
• Follow up and assure orders are shipped, samples are sent, and next steps are followed.
• Graciously resolves issues, ensuring a delightful customer experience
• Take appropriate action to ensure that today’s customer’s experience drives future sales.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Translate internal information into customer appropriate phrasing.
• Navigate systems and tools, effectively, efficiently, to obtain answers and respond to queries
• Manage returns, claims, credit requests, using protocols, and communicating in customer appropriate manner
• Prioritize competing responsibilities very well, and ask for help when necessary
• Calculate basic percentages, extended prices, and look at numbers and notice if they are correct.
• Utilize new and established tools, in various formats, within Teams, SharePoint, Shared Drives and folders, website, and other technology, as needed.
• Act with a sense of urgency, multitasks and can remain focused in a busy environment.
• Advocate for personal development and training opportunity.
• Support corporate strategic initiatives

REQUIREMENTS & QUALIFICATIONS

• High school diploma/ GED required. College coursework/ degree preferred.
• 3 or more years of call center experience.
• Accountable, adaptable, positive attitude and inclination to for continuous improvement
• Skilled at deescalating any situation, calmly, while maintaining a positive company/team attitude
• Able to work with any level person internally or externally.
• Prior experience in home furnishings, textiles, and wallcoverings preferred.
• Accounts receivable, cash application, understanding of debits and credits preferred.
• Understanding of warehousing, inventory, and logistics preferred.

Thibaut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

9:30-6pm / 11:30-8:00PM