Customer Service Associate

CUSTOMER SERVICE REPRESENTATIVE

General Description – Ensure consistent customer service and satisfaction. Troubleshoot and resolve non-routine customer complaints. Resolve major problems with orders, delivery dates, or service. Use computer to access and/or update customer records and assist with product questions.

RESPONSIBILITIES

• Help with training customers on the ordering process and understanding how delivery works, along with after-installation support. Assist customers with replacements, as needed.

• Provide continuous rep and dealer support.

• Monitor reports and assist with needed resolutions.

• Keep a check on status of requested orders from customers and reps and provide a resolution for any questions that may arise.

• Release/check incoming orders from dealers.  
• Investigate and resolve missing, damaged and defective items and authorize replacements and returns.

• Oversee replacement of damaged and shorted items and back orders. Change orders, as needed, and communicate with customers on expected arrival/delivery dates of these items.
• Identify items returned from UPS/on trucks and monitor their re-shipment to customers.
• Work with customers who have past due accounts (i.e., weekly follow-ups via email or phone call to notify of account status and if/when account may be put on hold.)
• Call customers who have not purchased from us in 3-6 months to determine reason.
• Ability to learn process for monitoring color match jobs, if needed.
• Special projects and other duties as assigned.

REQUIREMENTS

• Enjoys and is adept at interacting with others.
• Ability to work with and solve problems with upset customers.
• Computer literate to the extent of being able to learn in-house programs and systems and adapt to them in a timely manner.
• Professional appearance and demeanor.
• Ability to utilize social medial platforms (i.e., company website, Instagram, Pinterest).
• ADOBE knowledge a plus, as this would be beneficial in periodic catalog updates.
• Knowledge of Cabinet/Interior Design is not required but would be helpful.