Customer Experience Associate

Are you ready to join a company that’s pushing the limits of global design and innovation? Are you passionate about growing your career in a business with international reach and best‑class talent?
HMTX Industries, headquartered in Norwalk Connecticut, services a diverse range of construction and renovation markets with renowned flooring products that set the bar for quality, performance, and design around the world. With products for your home, work and everywhere in between, HMTX is helping make life more beautiful.
As a member of our team, you'll have the opportunity to work in a dynamic, exciting environment and be a part of a company that is affecting change. Whether it's transcending the status quo on design and innovation or giving back in our local communities – HMTX is always in motion. Join us today!

As a Customer Experience Associate
, you will deliver professional, accurate, and timely support to both internal and external customers throughout the entire order lifecycle. In this role, you will manage incoming inquiries across phone, chat, email, and messages; process manual and EDI orders; and help ensure compliance with customer requirements. Your ability to multi‑task, communicate clearly, and maintain exceptional attention to detail will directly impact customer satisfaction and operational accuracy.

• Provide timely, professional responses to customer inquiries across phone, email, chat, and messaging channels.
• Process both manual and EDI (Electronic Data Interchange) orders from start to finish.
• Review customer purchase orders for accuracy and address questions related to stock, order status, and order changes.
• Maintain shared inboxes and partner with internal teams to resolve customer issues.
• Obtain freight quotes, book shipments, and manage truckload orders through the transportation management system.
• Follow up on open/aging orders and submit tickets for delayed or missed shipments.
• Navigate multiple systems to provide accurate information and support customer needs.

• Customer service experience, especially with multifaceted or detailed orders.
• Strong written and verbal communication skills.
• Excellent attention to detail and accuracy.
• Ability to multitask, prioritize, and work both independently and as part of a team.
• Experience with Sage or similar systems is a plus.
• Strong interpersonal skills and the ability to work across departments and with external customers.

• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Strong math, organization, and problem‑solving abilities.
• Ability to work across multiple systems and manage detailed customer information.

• High school diploma or GED required.
• Associate degree in Business Administration or related field preferred, or 1–3 years of customer service experience.

• Schedule: Standard hours are Monday – Friday, 8:30 am – 5:30 pm EST. Due to the global nature of the role, some flexibility may be required to attend occasional evening meetings, conference calls, or contribute additional work input outside of core hours.
• Work environment: Professional office setting.
• Travel: Some overnight travel may be required.
• Physical Demands: Mostly sedentary, use of repetitive hand and wrist motions, must be able to maintain proper posture, must be able to lift, pull, or maneuver up to 25lbs.

The salary range for this role is $20 to $23/hr. and a yearly bonus potential. This range is applicable for jobs performed in the Eastern and Central Time Zones. An employee’s pay position within the pay range will be based on several factors including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, and business organizational needs.