Customer Experience Coordinator

Description

Thos. Moser is seeking a motivated, service-driven professional to help build the next generation of our Customer Experience function. You’ll start by learning our business from the ground up — working directly with customers, mastering our systems, and supporting day-to-day operations that define our post-sale experience.

Over the first 4–6 months, you’ll develop a deep understanding of how we serve our customers and collaborate across departments. From there, you’ll play a key role in shaping what our Customer Experience department can become — improving processes, mentoring others, and helping us deliver thoughtful, seamless experiences at every stage of the customer journey.

If you’re someone who loves both doing and leading, thrives in a people-centered environment, and takes pride in details, this role offers a rare opportunity to grow into a future leadership position within a legacy brand.

Key Responsibilities

Customer Support & Relationship Management

• Field incoming customer calls and emails with warmth, professionalism, and accuracy.
• Assist with order- and repair-related inquiries, ensuring prompt, reliable, and accurate information is provided.
• Manage customer repair requests — coordinating with Production and Logistics, communicating timelines clearly, and following through to resolution.
• Schedule customer pickups and factory tours.
• Represent the Thos. Moser brand with craftsmanship, empathy, and integrity in every interaction.
• 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.
• Coordinate with Sales, Production, and Logistics to ensure smooth order fulfillment, delivery, and post-sale experiences.
• Monitor and 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

Who You Are

• 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.