Customer Experience Representative

Job Description

Job Description

Job Title: Customer Experience Representative

Company: Jon Renau

Location: Carlsbad, California (On-Site)

Position Type: Full-Time

Classification: Non-Exempt

About Jon Renau

Jon Renau is a leading global manufacturer of wigs, hairpieces, and extensions, dedicated to helping individuals experiencing hair loss regain confidence through innovative, natural-looking hair solutions. Our products are distributed through retail, healthcare, and e-commerce partners worldwide.

What You Can Expect from Us

At Jon Renau, you'll work alongside a talented and passionate team in Carlsbad, California. We foster a culture built on respect, communication, integrity, and accountability, while continuously striving to be an innovative leader in our industry. If you're looking for an opportunity to grow professionally and make a meaningful impact, we'd love to hear from you.

Position Summary

The Customer Experience Representative serves as a trusted partner to Jon Renau customers by delivering exceptional service, managing orders, resolving inquiries, and supporting sales growth. This position plays a critical role in building strong customer relationships and ensuring a seamless experience across every customer interaction.

Success in this role is measured by customer satisfaction, response times, order accuracy, productivity, teamwork, and contribution to sales growth.

Jon Renau CORE Values

Every team member is expected to embody and uphold Jon Renau's CORE Values:

· Demonstrate Jon Renau's CORE Values in every interaction

· Represent the company professionally through words, actions, and appearance

· Foster teamwork, open communication, accountability, and continuous improvement

· Deliver exceptional service to customers and end consumers

Core Skills

· Customer Focus

· Communication

· Relationship Building

· Problem Solving

· Attention to Detail

· Time Management & Organization

· Teamwork & Collaboration

· Adaptability

Key Responsibilities

Customer Service & Sales Support

· Handle a high volume of inbound customer calls while maintaining service quality standards

· Respond to customer inquiries via phone, email, voicemail, and other communication channels

· Generate outbound calls to strengthen customer relationships and drive sales opportunities

· Process, modify, and manage customer orders accurately and efficiently

· Provide inventory, backorder, return, and order status information to customers

· Assist end consumers with product and service-related questions

· Provide invoices and any supporting documentation as requested

Account Management Support

· Support Account Managers by maintaining customer records, updating customer information, and providing coverage during absences

· Manage documentation, agreements, and inquiry tracking activities

Business Development & Administrative Support

· Identify and qualify potential sales leads

· Assist with account maintenance, collections follow-up, and issue resolution as needed

· Conduct pricing, product information, and image audits to ensure accuracy across customer-facing platforms

· Schedule and coordinate product education classes and training opportunities

· Collaborate with cross-functional teams to ensure customer satisfaction

· Perform additional duties and special projects, as assigned

Qualifications

Required