Customer Experience Specialist - Strategic Accounts

Who we are:Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience. The Customer Experience Specialist – Strategic Accounts is responsible for delivering exceptional service and operational support to a diverse portfolio of strategic customers by collaborating with internal cross-functional teams and external stakeholders to ensure the timely, accurate, and compliant fulfillment of customer orders. Serving as a key point of contact for complex customer accounts, this role manages order processing, export documentation, technical and administrative support, and issue resolution while proactively addressing customer inquiries, coordinating solutions across departments, and escalating critical issues as needed to maintain a seamless customer experience. The position also provides specialized support for customers with unique business requirements, including Electronic Data Interchange (EDI) customers, Hypercare Strategic Accounts, and Third-Party Web Portal customers, requiring strong analytical skills, attention to detail, customer-focused problem solving, and effective cross-functional collaboration to drive operational excellence and customer satisfaction. Visual Comfort Offers: Work-Life Balance: Monday – Friday, 9:00am – 5:30pm Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement. Paid Time Off: Generous vacation accrual and paid time off policies. Holidays: 7 paid holidays per year, in addition to 2 floating holidays. Compensation:Competitive compensation plan Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date. Insurance: Company-provided life insurance and short-term disability coverage. Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date. How success is defined: Manage customer orders from receipt through fulfillment, ensuring accuracy, timely execution, and compliance with customer requirements. Serve as the primary point of contact for strategic customer accounts, providing proactive communication, issue resolution, and exceptional service. Process and maintain export documentation in partnership with International, Compliance, and Logistics teams, ensuring adherence to shipping and regulatory requirements. Collaborate with Sales, Operations, Logistics, IT, and external partners to resolve order, system, and fulfillment challenges. Support customers utilizing EDI platforms, third-party procurement portals, and other specialized ordering systems, ensuring successful transaction processing and data integrity. Provide dedicated support for Hypercare Strategic Accounts and other high-priority customers, delivering elevated service and rapid issue resolution. Provide first- and second-level customer service phone support, responding to customer inquiries and escalations as needed to maintain continuous coverage, resolve issues efficiently, and deliver exceptional customer experience. Monitor customer transactions and order activity to identify potential risks, service disruptions, or compliance concerns and coordinate corrective actions. Investigate, elevate, and drive resolution of complex customer issues while maintaining ownership and accountability through completion. Maintain accurate customer, order, and case records within Salesforce and other business systems, documenting communications, actions, and follow-up requirements. Contribute to continuous improvement initiatives that enhance customer experience, operational efficiency, order management processes, and cross-functional collaboration. Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems. Exhibits and adheres to the established Visual Comfort Company Values. Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while maintaining a consistent presence in the workplace to effectively collaborate and communicate amongst co-workers and teams. What you will bring: High school diploma or equivalent required; Associate's or Bachelor's degree preferred. Equivalent combinations of education and experience will be considered. 2-4 years of experience in B2B customer service, order management, account support, or a related customer-facing role; experience supporting strategic or complex customer accounts preferred. Experience with EDI transactions, third-party customer portals, and ERP/CRM systems; experience with JD Edwards (JDE) and Salesforce preferred. Working knowledge of order fulfillment processes, shipping and export documentation, and customer-specific requirements; international customer support experience preferred. Strong aptitude for learning and navigating business systems, programs, and technology platforms. Advanced proficiency in Microsoft Office applications, including Excel, Outlook, and Word. Strong analytical, critical thinking, and problem-solving skills with exceptional attention to detail and data accuracy. Exceptional organizational and time management skills with the ability to prioritize multiple accounts, orders, projects, and changing priorities while meeting deadlines. Excellent verbal and written communication skills with the ability to effectively manage customer expectations and collaborate across email, chat, phone, and other communication channels. Ability to work independently, take initiative, and achieve results through effective collaboration with internal teams, external partners, and customers. Experience in the interior design, luxury home furnishings, lighting, custom home building products, or related industry is a plus. Ability to work a flexible schedule, including weekends, early mornings, and late evenings, as business needs require. Compensation Range: $24 - $30 per hour Compensation is based on individual factors, including skill set, relevant experience, and work location #LI-Onsite