Customer Experience Representative

• Build warm and positive relationships with wholesale customers and Territory Managers
• Provide support by phone, email and direct messaging
• Respond to product questions and account-specific requests
• Process customer orders through the fulfilment system
• Review order details in Net Suite for accuracy and production scheduling
• Keep customers informed about lead times, scheduling and order updates
• Resolve customer queries and issues from start to finish
• Maintain accurate customer account information, records and administrative filing
• Process credit card transactions and handle payment information professionally
• Support the Finance team with Accounts Receivable queries and customer account activity
• Share product knowledge and introduce customers to relevant products and services
• Stay current with products, collections and offerings
• Work with the wider team to achieve individual and team goals and KPIs
• Represent the brands at trade shows
• Follow company policies and processes consistently

• Previous experience in a telephone-based customer service or administration role
• Experience working with both wholesale and retail customers would be a real plus
• A naturally warm, positive and empathetic approach, with a genuine passion for helping people
• Excellent written and verbal communication skills
• Strong attention to detail and the ability to process information accurately
• Intermediate Microsoft Excel knowledge
• Experience using ERP and accounting software, or a willingness to learn new systems quickly
• Experience with Net Suite would be advantageous
• Excellent organisation and time-management skills
• Ability to prioritise workload and stay calm in a fast-paced environment
• A proactive, solutions-focused mindset with a natural ‘can-do’ attitude
• A passion for delivering exceptional customer experiences
• Ability to work Monday to Friday, 9am–5pm at the Mooresville office, with one work-from-home day weekly after training

Demonstrates strong customer service skills with a focus on building relationships, processing orders accurately, and resolving queries effectively. Proficient in using ERP systems like Net Suite and Microsoft Excel to support customer account management and finance activities.

• Customer Service Experience
• Net Suite Proficiency
• Microsoft Excel Knowledge
• Attention to Detail
• Communication Skills

• Order Processing
• ERP Software
• Accounts Receivable
• Credit Card Transactions
• Data Entry

• Empathy
• Positive Attitude
• Time Management
• Problem-Solving
• Team Collaboration

• Wholesale Customers
• Retail Customers
• Customer Account Management
• Fulfilment System
• Trade shows

• Net Suite
• Microsoft Excel