Customer Service Representative - Fabric, Trim & Wallcoverings
About the role
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