International Customer Experience Representative

International Customer Experience Representative

Headquarters Houston, 22400 NW Lake Drive, Houston, Texas, United States of America

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 is responsible for collaborating with internal cross‑functional teams and global external partners to support timely and accurate order fulfillment.

Duties include managing customer orders, processing export documentation, providing technical and administrative support, and supporting issue resolution by addressing routine inquiries and escalating complex matters as needed.

• Work‑Life Balance: Monday – Friday, 8:00am – 5:00pm
• 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 pays the majority of employees medical, 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.

• Process international customer orders accurately in JDE, Salesforce, and Partner Insight, ensuring correct pricing, product codes, shipping instructions, and compliance with internal guidelines.
• Manage the full order lifecycle from purchase order receipt to booking release, ensuring timely and accurate fulfillment.
• Respond promptly to international customer inquiries via phone, email, and chat, providing clear and professional communication.
• Provide customers, sales teams, and internal partners with timely updates on order status, timelines, and shipment details.
• Assess customer needs, address routine issues, elevate complex problems, and maintain high customer satisfaction.
• Monitor orders and proactively communicate delays, changes, or obstacles impacting fulfillment.
• Coordinate RMAs and returns by tracking aged cases, ensuring prompt resolution, and collaborating with internal teams.
• Prepare export documentation—including commercial invoices, packing lists, and certificates of origin—and ensure compliance with HTS codes, Incoterms, and U.S. export regulations.
• Maintain accurate documentation and records for all customer interactions, orders, and export files while supporting continuous process improvement.
• Prioritize workload in a fast‑paced environment, managing time effectively and seeking support when needed to avoid workflow bottlenecks.
• 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 being present in the workplace to effectively collaborate and communicate amongst co‑workers and teams.

• Associate’s degree or equivalent; specialization in Business, Psychology, Accounting, Marketing, or Communication preferred
• 3+ years’ previous experience in customer service, order entry, or a related support function
• Experience with international logistics or export processes (EEI filings, commercial invoices, HTS codes, Incoterms) required
• Experience using JDE, Salesforce, or similar ERP/CRM platforms preferred but not required
• ACE Portal experience preferred
• Experience conducting compliance screenings preferred
• Strong aptitude for and proficiency in navigating systems and programs, including MS Word, Excel, Outlook;…