Customer Experience Representative
Balta Rugs - Atlanta
Work at Balta Rugs
Overview
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Overview
Customer Experience Representative – National Accounts
Location: Atlanta, GA
Employment Type: Full-time
About Us:
Balta Group is the largest producer of textile floor coverings in Europe, with over 3,800 employees globally. Balta Home US, the American area rug division of Balta Group, is expanding its footprint in America, and is looking for an experienced Customer Experience Representative to help service an established book of national retailers.
Role Overview:
As a key member of the team, Customer Experience Representatives ensure the smooth processing of orders through our fulfillment centers and serve as a liaison between sales, distribution, logistics, and our customers.
Key Responsibilities
- Deliver clear, prompt, professional, and empathetic support to customers
- Monitor and manage automated order flow via EDI/API platforms, addressing and documenting any exceptions. Don’t worry, you don’t need to be an EDI/API guru, training will be provided!
- Monitor retailer portals, focusing on orders and fulfillment issues
- Input and process manual orders and requests efficiently
- Utilize SAP and Microsoft ERP systems to support order fulfillment
- Acknowledge and resolve internal and external issues with appropriate urgency, communicating and coordinating with cross functional teams as needed
- Provide customers with updated order information via portals or email
- Communicate sales order issues to appropriate member of the Sales Team
- With respect to process and continuous improvement, embrace problem-solving and continuous improvement with a proactive mindset
- Crosstrain on multiple accounts – we encourage our team to take time off and know that responsibilities will be handled by experienced colleagues in an absence.
Requirements
- Excellent oral and written communication skills
- Strong organizational abilities and keen attention to detail
- Ability to multi-task, prioritize, and manage time effectively
- Proficiency in MS Office, particularly Excel (functions and pivot tables)
- Team Player with a willingness to ask for help, and offer to help teammates in return
- Strong problem-solving skills and a desire to collaborate when needed
- Previous customer service in a wholesale environment, ideally with national accounts and big box retailers
- Experience with vendor portals
- Ability to travel to and work on-site at Balta’s Atlanta, GA office
Perks & Benefits:
- Competitive salary
- Paid time off and dedicated sick leave
- Medical, dental, and vision insurance options
- 401(k) with up to 3% matching
- Collaborative and inspiring work environment
- Employee discounts on thousands of our products for you and your family
Location
- This position is in Atlanta, GA
Job Type:
- Full Time
Benefits:
- 401(k) and matching
- Dental, Health, and Vision insurance
- Employee discount
- Paid time off
Schedule and Work Model:
- Monday to Friday
- Hybrid work model: In office Monday, Wednesday, Thursday
Compensation:
- Competitive starting salary of $50,000 - $55,000 with potential for advancement