Customer Service Representative - Fabric, Trim & Wallcoverings

Job description

Description

The Customer Service Representative plays a key role in handling day-to-day customer interactions and order management as related to fabrics, trimmings, and wallcoverings across all of our brands.

Key Responsibilities:

- Handling general inquiries regarding product specifications, pricing, availability, and inventory levels, along with web help and chat support

- All aspects of order management: initial review and entry, changes to existing orders, and proactive follow-up, including sample requests and product returns

- Taking ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand

- Exercising critical thinking and use of good judgment to balance customer satisfaction and the best interests of the company

- Provide inter-departmental support to other business areas as necessary

- Maintain familiarity with our product lines and collections across all brands

- Extensive phone and email communication with customers, working within a contact center platform

- Strong awareness of and ability to follow company policies and procedures

Abilities/Key Competencies/Skills:

- Superior written and verbal communication skills

- PC proficient with experience using Google Suite products

- Must be able to work thoughtfully and thoroughly with continuous attention to detail

- Ability to learn quickly and retain a wide range of small details concerning multiple product types, tasks, system processes, issues, and/or projects

- Excellent time management, organizational, and follow-up skills

- Comfortable multi-tasking, or, pivoting between tasks on the fly as the need arises

- Willingness to learn new products, procedures, and processes as business needs change

- A friendly attitude with the ability to be a team player and stay self-motivated in a fast-paced environment

Technical / Environmental Requirements:

- A quiet workspace free from distractions and background noise; participation in video meetings will be required on a regular basis

- High-speed broadband internet service

Requirements

Experience/Certifications/Education:

- High school diploma or equivalent

- 2+ Years in a Customer Service role

- Prior history of working remotely in a contact center environment

- Experience working for a high-end, luxury brand retailer or hospitality / service-oriented company

- An interest in Home Furnishings and/or the Interior Design industry

- Knowledge of or experience with other ‘trade only’ suppliers, textiles, wall coverings, and furniture expertise is not required but considered a plus