Customer Experience Representative

Job Title

Customer Experience Representative at American Leather

The American Leather factory is a unique furniture maker in Dallas, Texas, producing custom luxury furniture and delivering it to consumers within about 30 days. By blending technology, efficiency systems, and state‑of‑the‑art craftsmanship, we curate innovative mechanisms, custom options, and world‑class quality for our high‑end customers.

Under the direction of the Customer Experience Supervisors, the Representative provides exceptional personalized service that aligns with our luxury brand and meets customer expectations. They interface with Brand Ambassadors, retailers, and designers, delivering support through verbal and written communication while mastering product knowledge. The role demands a customer‑centric approach, problem‑solving, time management, and multi‑system proficiency.

• Provide timely and accurate information on product features, warranties, quality, fulfillment, pricing, and credit.
• Process customer orders, changes, returns, and service credits according to department policies.
• Maintain meticulous accuracy in order processing, customer records, and product information.
• Collaborate with the Credit Department to resolve disputed credit items.
• Deliver timely feedback to management regarding service failures or customer concerns.
• Approve and process service credits up to $250 without additional manager approval.
• Prioritize tasks efficiently and manage multiple responsibilities.
• Support inter‑departmental issue resolution and growth initiatives.

• Offer innovative solutions and personalized recommendations for unique customer requests.
• Read and respond to customer emotions and preferences to personalize experiences.
• Manage high‑volume email with quick responses to internal and external customers.
• Possess working knowledge of Microsoft Office (Word, Excel).
• Resolve customer issues with tact and diplomacy.
• Communicate clearly via telephone in English.
• Work effectively in a team environment.
• Operate a database or ERP system.

• High school diploma.
• Some college preferred.
• Minimum five years of customer service experience.

• Sits in a cubicle.
• Operates a computer and keyboard.
• Enters data into a computer.
• Communicates with customers via telephone, email, and in person.

• Competitive compensation and health insurance (medical, dental, vision, life, short/long‑term disability, flexible spending account, 401k). Onsite wellness/fitness center includes free personal training twice a week and yoga sessions once a week.