Customer Experience Specialist- Full-Time

Location: West Palm Beach, Florida, United States

Department: Physical Retail In-Store

Team: Physical Retail

About the Role

The Customer Experience Specialist (also referred to as Customer Service Associate) at Perigold's first physical retail store in West Palm Beach, FL, plays a pivotal role in Wayfair's Physical Retail In-Store department. This full-time position focuses on reinventing luxury home shopping by curating furniture, décor, housewares, and home improvement products into an immersive in-store experience. The role emphasizes outstanding customer service across in-person, phone, and email channels, assisting with website navigation, order placement, and resolving inquiries related to Wayfair's warehouse and logistics operations, including delivery tracking and inventory availability. Key to success in this warehouse-adjacent retail operations role is coordinating seamless integration between online orders and physical store fulfillment. Associates will handle customer concerns promptly, process returns/exchanges per logistics protocols, perform in-store inventory checks, and collaborate with supply chain teams to ensure efficient product flow. This launch-phase position offers hands-on involvement in building customer experience functions while supporting Wayfair's broader logistics network for luxury home goods. Ideal candidates bring retail customer service experience, operational agility, and enthusiasm for Perigold's high-end portfolio, contributing to a dynamic environment that bridges e-commerce logistics with physical retail innovation.

Key Responsibilities

• Deliver outstanding customer service in-person, phone, and email channels
• Assist customers with navigating Perigold website and placing orders
• Address inquiries and concerns related to product availability and delivery
• Coordinate with warehouse teams for order fulfillment and logistics tracking
• Manage in-store inventory checks and restocking operations
• Process returns and exchanges per Wayfair's logistics policies
• Support store launch by setting up customer experience functions
• Collaborate with operations team on physical retail logistics
• Ensure seamless integration of online and in-store order fulfillment

Required Qualifications

• High school diploma or equivalent
• 1+ years of customer service experience in retail or hospitality
• Availability for full-time schedule including weekends
• Ability to stand for extended periods in a retail environment
• Basic knowledge of inventory and order fulfillment processes
• Proficiency in using POS systems and inventory management tools
• Strong problem-solving skills for logistics-related customer issues
• Commitment to safety and operational standards in physical retail

Preferred Qualifications

• Experience in luxury retail or home goods sector
• Familiarity with Wayfair's supply chain and logistics operations
• Bilingual proficiency for diverse customer base
• Previous in-store operations or warehouse coordination experience

Required Skills

• Customer service excellence
• Communication (verbal and written)
• Problem-solving
• Website navigation proficiency
• Order processing
• Inventory management
• Logistics coordination
• POS system operation
• Team collaboration
• Time management
• Attention to detail
• Adaptability to fast-paced retail
• Basic computer literacy
• Professional demeanor
• Multitasking

Benefits

• Competitive hourly pay for full-time role
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off and holiday pay
• Employee discounts on Wayfair and Perigold products
• Career growth opportunities in retail operations and logistics
• Flexible scheduling in dynamic store environment
• Training programs for warehouse and supply chain skills

Wayfair is an equal opportunity employer committed to diversity and inclusion.