Customer Experience Coordinator

Key Responsibilities

• Customer Support & Relationship Management
• Field incoming customer calls and emails with warmth, professionalism, and accuracy.
• Aid with order- and repair-related inquiries, providing prompt, reliable, and accurate information.
• Manage customer repair requests, coordinating with Production and Logistics, and communicating timelines clearly.
• Schedule customer pickups and factory tours.
• Represent Thos. Moser with craftsmanship, empathy, and integrity in all interactions.
• Develop and maintain a strong working knowledge of Moser furniture design, materials, and construction.
• Operations & Process Management
• Maintain reports and customer data in HubSpot and other internal systems.
• Collaborate with Sales, Production, and Logistics to ensure smooth order fulfillment, delivery, and post-sale experiences.
• Maintain accuracy in order entry, change alerts, and delivery scheduling.
• Continuous Improvement & Leadership Development
• Coach and support other team members as the department grows.
• Define and track service standards for response times, order accuracy, and customer satisfaction.
• Oversee HubSpot workflows and ensure data accuracy and efficiency.
• Handle escalated or high-touch customer issues with empathy and precision.
• Identify and help implement process improvements that streamline collaboration between Sales, Operations, and Logistics.
• Design and support customer experience programs that surprise, delight, and retain customers.
• Report on key CX metrics and advocate for the customer’s perspective in internal discussions.

Requirements

• 2+ years of experience in customer service, client relations, or operations — ideally in a premium, design, or craftsmanship-driven environment.
• Energized by both helping customers directly and improving systems for the long term.
• Exceptionally organized, detail-oriented, and comfortable juggling multiple priorities.
• A clear, professional communicator in both writing and speech.
• A natural problem-solver who takes initiative and sees challenges as opportunities.
• Experienced with CRM tools (HubSpot a plus).
• Aligned with our values of craftsmanship, hospitality, integrity, and continuous improvement.