Exemplis LLC

Customer Support

• Collaborates with internal teams to determine best designs that blend form and function.
• Completing assigned work within the customer expected time frame.
• Works in several different software programs to complete the assignments.
• Actively participates in all Maverick customer service meetings.
• Learn furniture configurations and manufacturing standards.
• Performs order entry into the Company’s ERP system in a timely fashion.
• Prepares quotes and/or drawing requests.
• Efficiently monitors the service queue system to ensure customers receive support.

Customer Support Specialist, Designer

Full-stack Engineer

• Lead the engineering of new product introductions (NPI) from concept through production readiness.
• Apply DFM/DFA and Value Engineering principles to balance aesthetic intent, performance, and cost.
• Create and maintain accurate 3D CAD models, drawings, BOMs, and specifications within PDM systems.
• Conduct structural analysis (FMEA), material selection, and validation testing for performance and reliability.
• Support prototype builds, assess manufacturability, and implement design refinements for scalability.
• Partner with Product Development, Manufacturing, and Supply Chain to align on design feasibility, production standards, and tooling readiness.
• Collaborate with Quality and Customer Experience to embed learnings from field data into future designs.
• Support smooth handoff from development to production through pilot builds and issue resolution.
• Contribute to standardization of engineering documentation, construction methods, and DFM/DFA practices.
• Support digital tool adoption (e.g., simulation, PDM, 3D validation).
• Identify opportunities to compress development timelines and improve yield.
• Research and propose new materials, joinery and upholstery techniques, and mechanisms to improve performance and ease of assembly.
• Champion engineering excellence and knowledge sharing across product categories.
• Be a champion for AI-driven design and engineering tools.

Product Engineer III, Upholstery

Software Engineer

• Lead and facilitate Change Review Board (CRB) meetings with cross-functional stakeholders to evaluate and approve Engineering Change Orders.
• Supervise the Change Coordination team, providing coaching, direction, and workload prioritization.
• Ensure engineering changes are processed accurately, efficiently, and in compliance with established procedures.
• Monitor ECO dashboards and performance metrics to identify bottlenecks, risks, and improvement opportunities.

Supervisor, Engineering Change Control

Artificial Intelligence

• Implement KPIs for an AI–human hybrid Customer Experience workforce, ensuring performance measurement balances efficiency, service quality, customer satisfaction, and human empathy.
• Establish and maintain metrics across AI performance, human-in-the-loop effectiveness, and end-to-end customer outcomes, including CSAT, Customer Effort, first-contact resolution, containment/deflection, and escalation quality.
• Establish and maintain quality assurance standards for AI-supported customer interactions, ensuring accuracy, tone, brand alignment, and compliance across all digital and AI-enabled channels.
• Perform ongoing QA reviews of chatbot conversations, AI workflows, and AI-assisted agent interactions, identifying gaps and improvement opportunities.
• Partner with CX, Operations, and IT teams to ensure KPIs are actionable, clearly defined, and consistently measured across AI and human-supported channels.
• Translate KPI insights into recommendations that improve ease of doing business, workforce effectiveness, and customer trust.
• Ensure QA practices reinforce a human-in-the-loop service model, validating when AI should resolve issues independently and when escalation to a human is required.

CX AI Analyst

• Act as a customer advocate and brand ambassador to create meaningful, positive experiences.
• Deliver personalized, high-quality support across phone, chat, email, and social channels.
• Take full ownership of customer inquiries from initial contact through resolution.
• Resolve customer concerns promptly and thoroughly within established service-level expectations.
• Proactively identify opportunities to improve the customer experience by anticipating needs.
• Navigate complex or sensitive situations with professionalism and confidence.
• Educate customers on Timbuk2 policies and processes clearly.
• Engage with customers on social media and respond to product reviews.

Customer Service Representative

• Own and manage the Engineering Change Order (ECO) lifecycle from initiation through closure.
• Review ECOs, ECRs, deviations, and new part requests for accuracy and completeness prior to CRB review or CAD release.
• Facilitate Change Review Board (CRB) meetings, including preparation, documentation, and follow-up.
• Train engineers on change documentation standards and governance requirements.
• Maintain accurate BOMs, revisions, and product configurations in PDM and ERP systems.
• Ensure controlled release and communication of drawings, specifications, and technical documentation.
• Coordinate with Engineering, Operations, Supply Chain, Quality, and Manufacturing to assess change readiness.
• Drive ECOs to full closure, validating inventory disposition, system updates, approvals, and production implementation.

Engineering Change Specialist

Analyst

• Support the logistics team through data analysis, reporting, system management, and process improvement.
• Analyze transportation and shipping data, preparing reports and presentations.
• Manage month-end logistics accounting and oversee projects.
• Develop and maintain logistics and freight KPI reporting.
• Manage and maintain the Transportation Management System (TMS) and transportation tracking system.
• Ensure TMS and shipment tracking data integrity by enforcing data governance and system protocols.
• Lead and manage annual/bi-annual RFP processes for Truckload, LTL and Small Parcel.
• Provide analytics on pricing results and recommendations.
• Reconcile and Manage carrier payables and aging reports.
• Analyze transportation spend using TMS data; identify costs and opportunities for improvement.
• Track and report carrier on-time delivery and performance metrics.
• Assist with shipment routing, carrier selection, and scheduling as needed.
• Learn and apply AI agent creation skills to automate and enhance productivity.