Customer Experience Coordinator

About Us For over three decades, Charter Furniture has established itself as the premier industry leader in custom hospitality seating. We engineer and manufacture intricate, luxury custom seating for the hospitality industry’s leading brands. We are a design-focused, client service-oriented, and cherished partner to international hotel brands, REITS, and design studios. Charter Furniture is a leading brand in the Brown Jordan Inc portfolio. Brown Jordan is a leading designer, manufacturer and marketer of lifestyle brands serving the residential and commercial outdoor and indoor furniture markets. The company offers innovative designs and superior quality through its strong portfolio of lifestyle brands that include Brown Jordan, Tropitone, Castelle, Charter, Texacraft and Winston. The company has a diversified and competitive supply chain, leveraging the global economy. Brown Jordan Inc. has developed a culture of operational excellence, quality, and continuous innovation over its 70+ year history. Brown Jordan Inc. brings innovative designs to market through internal and best-in-class external product designers. With a distinct team of designers for each segment, Brown Jordan Inc. is continuously refreshing its product portfolio to adapt to evolving consumer tastes and styles. Brown Jordan Inc. has won over 50 design excellence awards – more than any other manufacturer in the outdoor furniture. Position Summary: The Customer Experience Coordinator supports the strategic design, implementation, and optimization of the customer experience process through new customer set-ups, material set-ups and keying orders. Responsible for managing all revisions and updates to orders in the system. Also responsible for first impressions through overseeing Samples and customer fabric receipt coordination and provides support to the Project Management team. Coordinating and executing the front end of the sales operation is to ensure a best-in-class service to our customers both internally and externally. The Customer Service Experience Coordinator works with cross-functional teams to support the front-end customer experience process Primary Responsibilities: Order Management to include managing Order Entry box and working with Project managers for intake handoffs. Diligently review all details of the order to establish steps for processing. Check Customer Set-up, Model Numbers, Fabric, Sales Rep commission, FOB point, Project Manager, Freight, and all other details to ensure accurate order entry. Coordinate and execute Order Entry keying and ensure accuracy in detail. Manage Customer Change Requests process to ensure 48-hour turn around. Set Proofing system for all transactions to ensure accuracy in detail. Help establish and follow all SOP documentation for Processing, Changes and Keying orders. Communicate order milestones. Manage Finish Sample requirements to fulfill Customer Requests in timely manner and coordinate customer approvals with Project Managers. Manage coordination of COM (Customer’s Owned Material) and required documentation throughout lifecycle of order. Generate customer facing product documentation (cutsheets, Brand Spec Guides, design drawings) as required. Assist PM record keeping and ERP system updates Provide value added services through a consultative approach Create and use Excel spreadsheets or other appropriate tools to manage tasks and keep up-to-date Collaborates cross functionally with all departments including Account Receivables, Shipping, Project Managers, Sales, Product Development. Qualifications/Requirements: Detail Orientation and ability to understand ERP systems. 2-5 years of customer service/sales operations experience in furniture or related field desired. Proven ability to manage key stakeholder interests in an ambivalent culture while at the same time managing conflicting priorities and business interests Ability to communicate (verbally and written) effectively with clients, stake…

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