Customer Experience Coordinator

The Customer Service Coordinator is responsible for delivering a positive and consistent experience for customers of James & James across both retail and remote channels. This role serves as a key point of contact for customer communication, guiding customers through product selection and customization while ensuring inquiries are handled efficiently and issues are resolved in a timely and professional manner. This position blends customer support, retail engagement, and sales coordination to create seamless and elevated customer experience.

What You'll Do:

• Guide customers online, and over the phone in selecting styles, sizes, and finishes, including navigating customization options 
• Serve as a primary point of contact for customer inquiries via phone, email, text, and various messaging platforms in a timely and professional manner 
• Support customer issue resolution and assist with escalations to ensure prompt and effective outcomes 
• Communicate clear expectations and deliver consistent, high-quality customer experience 
• Stay up to date on product knowledge, customization capabilities, and current promotions 
• Collaborate with team members to achieve sales goals and foster a positive team environment 
• Co-create and design personalized experiences with customers to meet their needs and vision 
• Perform proactive and consistent follow-up with customers before and after the sale 
• Accurately document customer interactions and order details to ensure clarity and accuracy 
• Partner with internal teams to resolve customer concerns and improve processes 
• Support improvement initiatives by providing feedback, tools, and guidance to help drive change and improvements to enhance overall customer experience

What We're Looking For:

• 2+ years of experience in customer service, retail, or a related role 
• Strong written and verbal communication skills 
• Ability to manage multiple communication channels and priorities effectively 
• Strong attention to detail to ensure order accuracy and prevent miscommunication 
• Proven ability to handle customer concerns with professionalism and empathy 
• Experience with CRM systems or customer service platforms a plus 
• Experience in retail sales or showroom environments 
• Exposure to e-commerce, customization, or made-to-order products 
• Customer-focused mindset with a passion for delivering exceptional experiences 
• Love for design and interior decorating 
• Strong interpersonal skills and ability to engage with diverse customers nationwide 
• Strong organizational and time management skills 
• Adaptability in a fast-paced environment 
• Sales-driven mindset with a hunger to close and support revenue goals

Why You’ll Love Working Here:

• Opportunity to blend creativity, customer engagement, and sales impact in a dynamic retail environment 
• Direct contribution to revenue growth and achievement of sales goals 
• Ongoing growth in customer experience, sales, and interior design expertise
• Competitive salary and benefits.