Client Experience Coordinator

Company Overview

MLD is a leading supplier of high-end appliances, plumbing fixtures, and hardware, offering premium products and exceptional service to both residential and commercial clients. We are proud of our strong reputation in the industry and our commitment to quality, integrity, and customer satisfaction. At MLD, we believe in fostering a supportive and professional environment where employees are valued, empowered, and given opportunities to grow.

Position Summary

The Client Experience Coordinator (CEC) serves as the first impression and first point of contact for customers visiting or contacting the showroom and plays a critical role in delivering an exceptional client experience. This position supports showroom operations and helps maintain a professional and welcoming environment. The ideal candidate is highly organized, customer-focused, detail-oriented, and thrives in a fast-paced environment. This is a full-time, in-office role based at our Jackson, WY location. Standard hours are Mon-Friday, with occasional flexibility based on business needs.

Key Responsibilities

• Greet and engage clients, builders, designers, and showroom visitors, ensuring a professional and luxury showroom experience. 
• Serve as the primary point of contact for walk-in traffic and incoming showroom inquiries. 
• Maintain and update walk-in and order pick-up tracking and reporting. 
• Answer and direct phone calls promptly and accurately. 
• Monitor leads, qualify, and transfer web inquiries to corresponding sales team members. 
• Manage Will-Call dashboard and customer pick-ups; close out shipments once product has been picked up. 
• Receive transfers and create shipments in the ERP system. 
• Maintain showroom appearance, organization, and presentation standards. 
• Provide refreshments and hospitality for clients and vendor events as needed. 
• Manage service requests, place service calls, and create/track service cases in the ERP system. 
• Prepare Hardware spec books when needed. 
• Perform other duties as assigned. 

Qualifications & Skills

• High school diploma or equivalent. 
• Minimum of 2 years of customer service, hospitality, retail, showroom, or administrative experience. 
• Strong verbal and written communication skills. 
• Exceptional organizational skills and attention to detail. 
• Proficiency in Microsoft Office Suite. 
• Ability to manage multiple priorities while maintaining a positive and professional demeanor. 

Preferred

• Experience in luxury retail, interior design, construction, appliances, plumbing, hardware, or related industries. 
• Experience working with ERP or order management systems. 
• Experience supporting sales teams in a customer-facing environment. 

Work Environment & Physical Demands

• Ability to sit, stand, and walk throughout the day. 
• Ability to occasionally lift and move showroom materials up to 25 pounds. 
• Ability to navigate a showroom environment and assist customers as needed. 

Compensation & Benefits

MLD offers a competitive compensation package and a comprehensive benefits program, including:

• Medical, Dental, and Vision Insurance 
• Health Savings Account (HSA) with employer contributions 
• 401(k) retirement plan with company match 
• Paid Time Off (PTO) and paid company holidays 
• Employee discounts on appliances and hardware 
• Opportunities for training and career development 
• A collaborative and supportive work environment 

Why Join MLD?

• Be part of a supportive, collaborative team
 • Help deliver luxury experiences that make an impact
 • Work in a beautiful, design-forward showroom environment
 • Opportunities to grow with a reputable and established company
 

If you’re someone who thrives in a customer-focused, fast-paced environment and enjoys being the first point of contact for clients and guests, we’d love to meet you!