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It’s for the empathetic, problem-solving professional who thrives on making customers feel heard, valued, and supported. As a Customer Experience Specialist at Roma Moulding, you will be at the front lines of ensuring our partners receive exceptional service every time they interact with us. If you’re solutions-focused, passionate about people, and comfortable working in a fast-paced, multi-channel environment, this role is for you.
But if you’re looking for a job with little customer interaction or fast-paced challenges, this might not be the best fit.
Roma Moulding is a design-driven, innovation-led company transforming the global art and framing industry. We combine high-end aesthetics with powerful production capabilities to serve clients across interior design, hospitality, retail, and eCommerce — from boutique studios to mass-market leaders.
We don’t just make picture frames. We deliver high-performance art and design solutions at scale, backed by advanced logistics, global reach, and a relentless commitment to quality and speed. Our business spans B2B and B2C channels, with a growing footprint in 3PL and fulfillment.
At the core of why we win is our people. We hire for culture and merit — and in doing so, we build teams that are fiercely committed, highly capable, and deeply aligned. We move fast. We think differently. We lead with heart and execute with discipline.
Under the visionary leadership of CEO Tony Gareri, Roma is a place for servant leaders, builders, and independent thinkers. This is where art meets entrepreneurship, and where the right people come to do the best work of their lives.
Our ultimate goal?
To Move, Inspire & WOW!!! — in everything we make, deliver, and stand for.
As the Customer Experience Specialist, you’ll be responsible for delivering top-notch service to Roma’s partners. You will handle customer inquiries, resolve issues, process orders, and ensure that every customer interaction reflects our brand’s commitment to excellence. Your role is essential to shaping the partner experience and ensuring our customers feel valued and supported.
If you have strong communication skills, a customer-first mentality, and thrive in a dynamic environment, this is the opportunity to make a difference in our team and contribute to Roma’s mission.
What You Will Own- Customer Inquiries
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Respond promptly and professionally to inbound customer inquiries via phone, email, and live chat, ensuring customers feel heard and supported. - Order Processing
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Process customer orders received through phone, email, and fax, ensuring accuracy and timely fulfillment. - Product Information
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Provide accurate and timely information about products, availability, pricing, and order status to help customers make informed decisions. - Returns & Adjustments
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Handle returns, replacements, and order adjustments with care, ensuring customer satisfaction and efficient resolutions. - Issue Resolution
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Resolve customer concerns with empathy, urgency, and attention to detail, ensuring all issues are fully addressed. - Documentation & Follow-up
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Document all customer interactions, ensuring proper follow-up and complete resolution of inquiries. - Internal Collaboration
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Collaborate with internal departments, including Sales, Operations, and Inventory, to support customer needs and ensure timely solutions. - Customer Education
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Educate partners on Roma’s policies and procedures, ensuring transparency and clarity. - Continuous Improvement
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Contribute to the ongoing improvement of customer experience processes, offering insights and feedback for better service delivery. - Special Projects
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Support special projects, partner campaigns, and outreach initiatives as…
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