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Retail Customer Experience Specialist

Description

As the pioneer and innovator of Quartz Surfacing solutions, Caesarstone sparked a revolution in the global market for countertops. As we continue to transform the surface industry through quality, passion and hard work, we are committed to building empowered teams and delivering a second-to-none customer experience.

Caesarstone proudly maintains a leading presence in more than 50 countries, with our global head office in Israel, along with four state-of-the-art manufacturing plants in the USA, Israel, and India. With our North American headquarters in Charlotte, NC, our teams reach across multiple regions across the USA and Canada.

At Caesarstone, we believe our employees are the backbone of our company. We are committed to hiring team members who are creative, innovative, dedicated and disciplined. We are a thriving company with a variety of career opportunities seeking forward-thinking professionals to join our team. We offer exceptional benefits, competitive salaries, and a compassionate and collaborative company culture. Come join our team!

Overview

The Retail Customer Experience (CX) Specialist is responsible for the Customer Experience in the retail showroom of the DCs, including order fulfillment activities by walk-in customers and through online orders. This role will be responsible for ensuring orders are processed and fulfilled with excellent customer service, in partnership with our sales and operations colleagues, with a primary focus on assisting all customers - internal and external - in a friendly and expeditious manner and educating customers on alternative solutions/materials as required.

Contribution

Facilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provide best-in-class customer service, as a clear differentiator from our competitors.

Key Responsibilities

  • Fulfill both walk-in retail and online order activities
  • Input all sales orders taking the process from order entry to pick release
  • Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines Print delivery notes for the Warehouse Team once pick release process is complete
  • Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution
  • Troubleshoot issues within the customer service process
  • Assist with complex invoice requests and order entries
  • Coordinate RMA requests and facilitates scheduling
  •  Escalate outstanding credit holds with credit team
  •  Liaise with sales team to ensure orders are fulfilled
  • Manage customer service levels and ensure quality standards are maintained, escalating issues as necessary
  • Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
  • Work cross functional to facilitate transfers and escalate problems/concerns
  • Escalate any capacity issues to management
  • Determine open order requirements and prioritize unloading of containers
  • Manage open order requirements and pull/push inventory from other locations, as required Reconcile paperwork, daily
  • Other duties as assigned

Requirements

Knowledge and Skills Requirements

  • High school diploma required; post-secondary education with a focus on business a plus
  • Two (2) plus years of related customer service experience
  • Strong customer service and troubleshooting skills
  • Exceptional conflict resolution, negotiation, and objection handling skills
  • Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment
  • Ability to effectively communicate verbally and in writing
  • Ability to work well under pressure
  • Proven data entry, data editing, and typing skills
  • Demonstrated experience analyzing and resolving customer service and client issues
  • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
  • Ability to respond quickly in a dynamic and changing environment
  • Ability to build and maintain lasting relationships within various corporate departments with key business partners and customer

WORKING CONDITIONS

  • Manual dexterity required to operate telephone, computer, and peripherals.
  • • Interacts with employees, management, and the public at large.
  • • Repetitive work
  • • Walking on hard surfaces may be required (within warehouse environment)
  • • PPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environment
  • • Overtime may be required
  • • Lifting or moving up to 10lbs may be required

The budgeted hiring range for this position is between $20-21 an hour.

Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.

We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities. 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


OUR COMPANY VALUES

People First: We treat each other with fairness and respect, consistently provide opportunities for growth, and  health and safety are our first priority.

Accountability: Together, we take ownership of our actions, business and future.

Innovation: We are committed to fresh thinking and breakthrough ideas that create value.

Winning Spirit: We are enthusiastic and foster a ‘can-do’ attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements.


Average salary estimate

$42640 / YEARLY (est.)
min
max
$41600K
$43680K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Retail Customer Experience Specialist, Caesarstone

Join Caesarstone as a Retail Customer Experience Specialist in Jacksonville, Florida, and be a part of a trailblazer in the surface solutions industry! At Caesarstone, we believe in creating an empowering and collaborative environment where our employees thrive. In this role, you’ll be the friendly face of our retail showroom, managing the customer experience for both walk-in and online orders. With your exceptional customer service skills, you'll facilitate smooth order processing and fulfill customer needs efficiently. Besides taking and processing sales orders, you’ll have the chance to educate customers about our innovative products while troubleshooting any issues that arise. You'll collaborate closely with our sales and operations teams to ensure that every customer leaves with a smile on their face. Your keen problem-solving abilities and attention to detail will help maintain high service levels and quality standards. We value creativity and dedication, so if you’re someone who enjoys working in a team-oriented atmosphere and is committed to delivering the best experience for our customers, you might be the perfect fit! We offer competitive salaries and benefits, showcasing our commitment to our employees' well-being. Let's transform the countertop industry together at Caesarstone!

Frequently Asked Questions (FAQs) for Retail Customer Experience Specialist Role at Caesarstone
What are the primary responsibilities of a Retail Customer Experience Specialist at Caesarstone?

The primary responsibilities of a Retail Customer Experience Specialist at Caesarstone include managing both walk-in retail and online orders, ensuring timely processing and fulfillment of orders, and providing exceptional customer service. This role requires handling customer inquiries and issues, processing invoices, coordinating with sales and warehouse teams, and maintaining high service levels in the retail showroom.

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What qualifications are needed to become a Retail Customer Experience Specialist at Caesarstone?

To become a Retail Customer Experience Specialist at Caesarstone, candidates should possess at least a high school diploma, with a preference for post-secondary education focused on business. Additionally, a minimum of two years of customer service experience is required, along with strong communication skills and the ability to work well under pressure.

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How does Caesarstone support employees in the Retail Customer Experience Specialist role?

Caesarstone supports employees in the Retail Customer Experience Specialist role through a variety of career opportunities, competitive salaries, and exceptional benefits. The company maintains a compassionate and collaborative culture that prioritizes employee growth and development, ensuring that team members feel valued and supported.

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What skills are critical for success as a Retail Customer Experience Specialist at Caesarstone?

Success as a Retail Customer Experience Specialist at Caesarstone hinges on strong customer service and troubleshooting skills, exceptional conflict resolution abilities, and the capacity to communicate effectively. Candidates should also be flexible, possess keen interpersonal skills, and have a solid background in data entry and order processing.

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What does a typical day look like for a Retail Customer Experience Specialist at Caesarstone?

A typical day for a Retail Customer Experience Specialist at Caesarstone involves fulfilling customer orders, managing inquiries, and ensuring a smooth retail experience. Team members actively engage with customers to understand their needs, troubleshoot any issues that arise, and work collaboratively with fellow team members to meet company goals and maintain high service standards.

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Common Interview Questions for Retail Customer Experience Specialist
How do you handle difficult customers as a Retail Customer Experience Specialist?

Handling difficult customers requires empathy, active listening, and a calm demeanor. Share a specific example from your experience where you patiently listened to a customer's concerns, offered solutions, and ensured they felt valued. Highlight your approach to conflict resolution and how you maintain a positive attitude.

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Can you describe your experience with order processing and management?

In answering this question, detail your previous experience with order processing systems, emphasizing your attention to detail and accuracy in data entry. Discuss how you have effectively managed order fulfillment timelines and collaborated with team members to ensure seamless operations.

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What strategies do you use to ensure excellent customer service?

To ensure excellent customer service, I prioritize understanding the customer's needs and providing personalized solutions. I believe in proactive communication, regularly checking in with customers to anticipate their needs. Share an example where your approach led to a positive customer outcome.

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How do you handle high-pressure situations in a retail environment?

Handling high-pressure situations involves prioritizing tasks and maintaining a calm, focused approach. Share a time when you effectively managed multiple responsibilities simultaneously, ensuring customers received excellent service despite the pressures.

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What do you know about Caesarstone and its products?

Demonstrating knowledge about Caesarstone’s innovative surface solutions, their commitment to quality and sustainability, and the variety of designs and applications can set you apart. Consider mentioning how their products enhance customer experiences in various spaces, showcasing your passion for the brand.

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How do you prioritize tasks while ensuring customer satisfaction?

I prioritize tasks by assessing urgency, anticipated impact, and customer needs. Discuss how you have successfully balanced multiple priorities in the past without compromising service quality, emphasizing your organizational skills.

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Can you give an example of how you improved a process in your previous role?

Providing a concrete example where you identified an inefficiency in a process and took steps to improve it can highlight your problem-solving skills. Discuss the positive results that followed, showcasing your initiative and impact on customer experience.

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How would you educate customers about Caesarstone products?

Educating customers about Caesarstone products requires a good understanding of their features and benefits. Discuss how you would approach educating customers through demonstrations, providing educational materials, and engaging in conversations to answer questions.

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What would you do if you received a customer complaint?

When receiving a customer complaint, I would listen carefully to understand the issue, express empathy, and assure them that I would find a resolution. Share how you would handle the situation step-by-step, emphasizing your goal of turning their experience into a positive one.

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Why do you want to work as a Retail Customer Experience Specialist at Caesarstone?

Express your admiration for Caesarstone's commitment to innovation and quality and your desire to be part of a customer-centric team. Highlight how your values align with the company’s and how you can contribute to delivering exceptional customer experiences.

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DATE POSTED
April 12, 2025

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