What are the responsibilities and job description for the Consumer Experience Specialist Job at Design House Inc in Summerville position at Design House Inc?

Job Description

Founded in 1872 and based in Wisconsin, Design House® provides a variety of home products to create living spaces you'll love at prices you'll appreciate. We offer products for every room at an affordable price because we believe that upgrading your home shouldn't break the bank.

Job Purpose :

As Design House focuses on driving consumer engagement and satisfaction, this role is critical in ensuring delightful consumer experiences by communicating directly with consumers, answering questions, ensuring prompt fulfillment of their orders, and addressing requests. This position can be located in SE Wisconsin or South Carolina (Summerville)

Essential duties and responsibilities :

Ensure timely response to consumer-direct interactions and orders
Prioritize the following daily tasks : Consumer phone calls, emails and website tickets, consumer questions via sales, review and social media portals, order entry, backorder / late order avoidance, cancellations, returns, replacements, refunds, and review response
Enter and ensure timely completion of sales portal service tickets
Own all shipping logistics, warehouse follow-ups, carrier disputes and other shipping related issues relating to the consumer-direct business
Play a key role in the organization's focus on consumer experience, including bringing insights to content, sales, product, and operations teams to guide improvements
Track and report several key performance indicators of consumer experience success
Think of and drive improvements for all consumer touchpoints
Be an important member of the Sales & Marketing team

Qualifications :

Associate degree in business, marketing, communications, or related field preferred

Strong knowledge and understanding of ecommerce sales portals and processes

Experience interacting directly with consumers, and a track record of positive feedback

Ability to convey positive, caring tone when interacting with consumers

Demonstrated ability to manage a daily checklist of tasks, consistently complete detailed tasks and follow processes closely

Exceptional time management and communication skills, with keen attention to detail

Understanding of how to track, measure and report activity, and turn those measurements into insights that can be used to improve practices

Ability to manage projects and collaborate with various other people to efficiently accomplish tasks

Desire to continually learn, as well as create and improve processes and results

Clear focus on the consumer (end user) experience and satisfaction

Benefits :

Hybrid work schedule – work up to 3 days from home!

Medical, Dental & Vision Insurance

Life Insurance

Short Term and Long-Term Disability Insurance

Wellness activities

Health Savings Account company contribution for qualified HDHP

Employee Assistance Program

401k Retirement Savings Plan with company match up to 3 ½%!

Profit sharing

Paid holidays

PTO - Starting at 13 Days

Tuition reimbursement

Excellent employee discounts on products

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Consumer Experience Specialist Job at Design House Inc in Summerville

What are the responsibilities and job description for the Consumer Experience Specialist Job at Design House Inc in Summerville position at Design House Inc?

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