Customer Experience Advisor

Job Title:
      Customer Experience Advisor

Reports to:
  Manager, Customer Experience

Schedule:
    Monday to Friday, 8:30 AM to 5:00 PM / Occasional weekends

Stone Tile International is looking for a Customer Experience Advisor in the GTA to join our dynamic team

Celebrating over 30 years of innovation and excellence, Stone Tile International is North America's leading fashion house of natural and manufactured tiles, stone, and wood. With over 160 employees and showrooms in major cities such as Toronto, Montreal, Vancouver, and Calgary, we pride ourselves on being a top choice for architects, designers, and discerning homeowners. We are committed to redefining luxury spaces and are looking for passionate individuals to join our collaborative, high-performing team.

Who are you?

As a Customer Experience Advisor, you will be the voice and heart of Stone Tile. You will support the sales team, clients, designers, and trade professionals through each stage of their journey, from inquiry to post-purchase, ensuring every interaction reflects our standard of care, expertise, and responsiveness.

Customer Focus: You have a strong commitment to customer satisfaction and a customer-centric approach.

Team Mindset: You have the ability to work collaboratively with team members and other departments.

Resourcefulness: You are analytical and use available tools and knowledge to find creative solutions when the obvious path doesn't exist.

Primary Responsibilities and Duties:

The
Customer Experience Advisor will perform a wide range of duties assigned by the customer experience manager, including but not limited to the following:

·       Serve as a primary point of contact for customer inquiries via phone and email.

·       Provide exceptional product knowledge, order updates, and service guidance to clients and trade partners.

·       Process orders and payments accurately.

·       Manage and track customer orders proactively in ERP and CRM systems, ensuring timely and accurate updates.

·       Collaborate cross-functionally with sales, logistics, and gallery teams to ensure a seamless client experience.

·       Support resolution of customer issues and claims, balancing empathy with accountability.

·       Maintain accurate customer records, notes, and follow-ups.

·       Uphold the brand's tone and service excellence standards in all communication.

·       Identify opportunities to improve processes and elevate the customer journey.

• Perform additional duties as assigned

What type of experience and skills do you have?

• 2– 4 years of experience in customer service, order processing, project management, retail, or sales, ideally within the luxury interiors, flooring, or home design sectors.
• Strong communication and interpersonal skills with a natural flair for premium client service.
• Strong data entry skills
• Excellent organizational skills and attention to detail.
• Proficiency in CRM systems and Microsoft Office (or similar tools).
• A passion for design, interiors, and delivering exceptional customer experiences.
• Excellent time management and multitasking abilities
• Warm, confident, and articulate communicator.
• Highly customer-focused with a proactive, solutions-oriented mindset.
• Collaborative team player who thrives in a fast-paced, design-led environment.
• Impeccable personal presentation aligned with a luxury brand image.
• Ability to meet tight deadlines
• Problem-solving mindset with a proactive approach
• Professional demeanor and commitment to customer service excellence
• Collaborative and team-oriented with a focus on achieving shared goals

Why Join Stone Tile?

Stone Tile was founded with a strong vision for high-end quality and design across the stone and tile industry. Our approach has been to provide clients with the cutting-edge in interior fashion for their designs. For thirty years, we have led the industry in providing the newest and highest quality slabs and tiles for our clients. With the goal in mind to only serve our clients with industry's best product and services, likewise we strive to surround ourselves with the best talent to help us get there.

We believe this is possible in part due to our elite team of hand-picked employees whom we have sought to nurture and support in all their personal and professional growth. We believe well-being and success go hand-in-hand, and so we strive to set clear and achievable goals for everyone at the company.

Perks & Benefits:

We offer competitive perks and benefits packages for all our employees. We believe everyone deserves the stability they need in order to innovate at their highest capacity. Our packages include:

• Collaboration & Fun
  : inclusive and collaborative work style while creating fun and excitement in our work
• Comprehensive health benefits
• Competitive compensation

·       Flexible work schedules

• Rewards & recognition program
• Team bonding events
• Family care & support (parental leave)
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength

Stone Tile is an equal opportunity employer and welcomes applications from all interested parties. Accommodation for job applicants with disabilities are available on request. To request any accommodation, please specify in your application