We are looking for a full-time Customer Experience Manager to work in the Los Angeles flagship store. The ideal candidate for this position has a resilient, can-do attitude and strong multi-tasking and problem solving skills. They are a good listener and diplomatic communicator, comfortable dealing with demanding, high-net worth clients and co-workers alike while maintaining a calm demeanor. The work environment is fast-paced with many ongoing responsibilities but also many last minute assignments that will need to be tackled as they arise. Someone who is both highly organized and deadline oriented, but flexible and able to think on their feet will thrive in this position. The Customer Experience Manager supports all members of the sales team and is often the main point of contact between the showrooms and clients.
Responsibilities include:
- Handle all incoming calls to our flagship showroom and distribute the the appropriate team member
- Act as first point of contact for clients with orders in house to provide status updates
- Monitor production lead times and help expedite orders to meet our lead time windows
- Liaise between quality control department and sales reps to review and approve QC photos prior to order shipment
- Handle all client delivery logistics, including quoting with our various shipping partners, coordinating pick ups from our multiple production facilities, collecting open balances from clients prior to delivery, and scheduling white glove installation
- Act as main point of contact for clients with post-sale questions or concerns, i.e. coordinating repair services, providing referrals, explaining cleaning and maintenance instructions, etc
- Work with in-house CRM system to log client information, assign and complete tasks
- General administrative duties and office management in support of the company’s sales and customer satisfaction goals
Strong emphasis on customer service experience, preferably in a luxury retail environment
Positive attitude and calm demeanor, able to maintain professionalism at all times
Excellent verbal and written communication in person, over the phone and via email
Multi-tasking and problem solving skills
Enthusiasm for interior design and home furnishings
Proficiency in Google Suite Applications and Microsoft Office Suite
Comfortable signing and adhering to company's NDAs
Must be able to work in the Los Angeles Showroom, Monday through Friday, 10AM to 6PM. This is not a remote position
KREISS is a 75-year-old family owned and operated high-end home furnishings retailer. Our business is all about quality and customer service.
