**Department:**Customer Care

**Reporting to:**Customer Service Leader

**Location:**Roma HQ - Woodbridge, Ontario

This Role Isn’t for Everyone

It’s for the empathetic, problem-solving professional who thrives on making customers feel heard, valued, and supported. As a Customer Experience Specialist at Roma Moulding, you will be at the front lines of ensuring our partners receive exceptional service every time they interact with us. If you're solutions-focused, passionate about people, and comfortable working in a fast-paced, multi-channel environment, this role is for you. But if you’re looking for a job with little customer interaction or fast-paced challenges, this might not be the best fit.

About Roma Moulding

Roma Moulding is a design-driven, innovation-led company transforming the global art and framing industry. We combine high-end aesthetics with powerful production capabilities to serve clients across interior design, hospitality, retail, and eCommerce — from boutique studios to mass-market leaders.

We don’t just make picture frames. We deliver high-performance art and design solutions at scale, backed by advanced logistics, global reach, and a relentless commitment to quality and speed. Our business spans B2B and B2C channels, with a growing footprint in 3PL and fulfillment.

At the core of why we win is our people. We hire for culture and merit — and in doing so, we build teams that are fiercely committed, highly capable, and deeply aligned. We move fast. We think differently. We lead with heart and execute with discipline.

Under the visionary leadership of CEO Tony Gareri, Roma is a place for servant leaders, builders, and independent thinkers. This is where art meets entrepreneurship, and where the right people come to do the best work of their lives.

Our ultimate goal? To Move, Inspire & WOW!!! — in everything we make, deliver, and stand for.

About the Role

As the Customer Experience Specialist, you’ll be responsible for delivering top-notch service to Roma’s partners. You will handle customer inquiries, resolve issues, process orders, and ensure that every customer interaction reflects our brand’s commitment to excellence. Your role is essential to shaping the partner experience and ensuring our customers feel valued and supported.

If you have strong communication skills, a customer-first mentality, and thrive in a dynamic environment, this is the opportunity to make a difference in our team and contribute to Roma’s mission.

What You Will Own

• Customer Inquiries: Respond promptly and professionally to inbound customer inquiries via phone, email, and live chat, ensuring customers feel heard and supported.
• Order Processing: Process customer orders received through phone, email, and fax, ensuring accuracy and timely fulfillment.
• Product Information: Provide accurate and timely information about products, availability, pricing, and order status to help customers make informed decisions.
• Returns & Adjustments: Handle returns, replacements, and order adjustments with care, ensuring customer satisfaction and efficient resolutions.
• Issue Resolution: Resolve customer concerns with empathy, urgency, and attention to detail, ensuring all issues are fully addressed.
• Documentation & Follow-up: Document all customer interactions, ensuring proper follow-up and complete resolution of inquiries.
• Internal Collaboration: Collaborate with internal departments, including Sales, Operations, and Inventory, to support customer needs and ensure timely solutions.
• Customer Education: Educate partners on Roma’s policies and procedures, ensuring transparency and clarity.
• Continuous Improvement: Contribute to the ongoing improvement of customer experience processes, offering insights and feedback for better service delivery.
• Special Projects: Support special projects, partner campaigns, and outreach initiatives as needed.
• Reception Coverage: Assist with reception coverage and administrative tasks when required to ensure smooth operations.
• Personal Connection Cards: Create and send Personal Connection Cards to customers as part of Roma’s WOW experience, showing appreciation and building strong relationships.
• Ad-hoc Tasks: Perform other duties as assigned by the Customer Experience Leader to support the team’s goals.

What Success Looks Like (First 6 Months)

• The Customer Experience team is operating smoothly with high partner satisfaction levels and efficient handling of inquiries across all channels.
• Customer concerns are resolved quickly and effectively, with a focus on empathy and ensuring customer satisfaction.
• All orders are processed promptly, with no major issues or delays in fulfillment.
• Clear and accurate records of all customer interactions are maintained, and proper follow-up is ensured for each case.
• You have contributed to team success by supporting other departments and collaborating on customer service improvements.
• You have built strong relationships with customers and partners, helping to improve their overall experience with Roma.

Who You Are

• You Are Empathetic: You genuinely care about the customer experience and approach every interaction with understanding and compassion.
• You Are a Problem Solver: You approach challenges with a positive, solutions-focused mindset, quickly resolving issues to meet customer needs.
• You Are an Excellent Communicator: You communicate clearly and professionally, both verbally and in writing, ensuring customers feel informed and supported.
• You Are Detail-Oriented: You maintain a high level of attention to detail, ensuring accuracy in order processing and customer information.
• You Are Organized: You are highly organized and can manage multiple tasks and inquiries efficiently, meeting deadlines while maintaining quality service.
• You Are Tech-Savvy: You are comfortable using customer service platforms, CRM tools, and digital communication channels to support customers and manage tasks.
• You Are a Team Player: You collaborate effectively with other teams and departments to ensure a seamless customer experience and smooth operations.
• You Are Adaptable: You thrive in a fast-paced environment and can easily shift priorities to address the changing needs of the business and customers.
• You Are Proactive: You anticipate customer needs and work ahead of potential issues, ensuring the customer experience is seamless and positive.

Bonus Points If You…

• Are bilingual (preferred but not required).
• Have experience in a customer service or call center environment.
• Have experience with multi-channel support (phone, email, live chat).
• Have familiarity with the art, custom framing, or home décor industries.
• Are experienced in using CRM systems (e.g., Zendesk, HubSpot).

Final Word

This role is not for everyone. It requires someone who is passionate about delivering exceptional customer service and who thrives in a fast-paced, high-touch environment. If you are a solutions-oriented individual with excellent communication skills and a genuine desire to help others, this is the perfect opportunity for you to make a significant impact at Roma Moulding.

We are not for everyone, but if you're ready to elevate the customer experience at Roma and help drive success in our customer service team, we’d love to have you on our team.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified. The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.