Customer Experience Specialist

Position Summary: As a Customer Experience Specialist at Georgia Expo, you are responsible for delivering an exceptional customer experience from the first interaction through order completion. You will serve as a trusted resource for customers by providing product guidance, resolving issues, coordinating with internal departments, and ensuring every order is handled accurately and professionally. Working closely with Sales, Production, Shipping, and Accounting, you ll help customers navigate both standard and custom solutions while building long-term relationships that reinforce Georgia Expo s reputation for quality and service.

Areas of Responsibility

Customer Service

• Support and manage relationships with new and existing customers to understand their needs and identify opportunities for Georgia Expo.
• Assist customers in identifying the best products and custom solutions based on their event, venue, or application.
• Develop and maintain a thorough understanding of Georgia Expo products, promotions, customers, etc.
• Answer incoming office calls and provide information to callers, take messages, or transfer calls to appropriate departments or employees.
• Resolve product or service problems by clarifying the customer s complaint, determining the cause of the problem, selecting and explaining the best solution, expediting corrective measures, and following up to ensure resolution.
• Handle escalated and complex customer concerns professionally, using sound judgment, discretion, and effective problem-solving to reach appropriate resolutions.
• Coordinate with Production, Sewing, Shipping, Purchasing, and Accounting to proactively resolve customer issues and ensure orders are completed accurately and on time.
• Process customer returns using the guidelines outlined in Georgia Expo s Returned Goods Authorization (RA) process.
• Create, compile, and mail fabric samples to customers as requested. Track all requests to ensure timely follow-up and completion.

Order Processing

• Edit and/or adjust customer quotes in SAGE as needed.
• Properly quote freight costs for customers using the “Shipping Sheet” and approved freight vendors.
• Convert quotes into sales orders as requested by the Account Executives.
• Enter commercial orders into SAGE for processing and production.
• Ensure special instructions or additional information are clearly and accurately communicated on sales orders to prevent production confusion or errors. Additional communication with Sewing and/or Shipping may be required for custom and/or rush orders.
• Track product shipments to ensure timely delivery of orders and communicate product delivery timelines and updates to customers.
• Perform any other duties as assigned by the Sales Manager and/or the Vice President of Sales and Marketing.

Skill Requirements

• Ability to manage the processing of multiple sales orders while providing excellent service to customers.
• Ability to quickly learn technical products and communicate product information clearly to customers.
• Become a product expert on Georgia Expo s pipe & drape systems, fabrics, accessories, and custom manufacturing capabilities to confidently recommend solutions and answer customer questions.
• Take ownership of customer requests from initial inquiry through final resolution, ensuring timely follow-up and a positive customer experience.
• Strong problem-solving and critical-thinking skills are required, with the ability to evaluate complex customer issues, identify appropriate solutions, exercise sound judgment, and take ownership of issues through resolution.
• Strong conflict-resolution skills are required, with the ability to professionally de-escalate and resolve difficult customer situations.
• Strong organizational and time management skills, along with the ability to prioritize and multitask.
• Excellent attention to detail and accuracy.
• Ability to thrive in a fast-paced manufacturing environment where priorities and customer needs frequently change.
• Ability to handle confidential and sensitive matters with discretion and adjust to multiple demands, shifting priorities, and rapid change.
• Demonstrated professionalism and confidence when communicating with customers by phone, email,…