Consumer Experience Specialist

Job Description

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 :

Benefits :