Design Within Reach Inc.
Location: Stamford, CT 06902 Document ID: AA393-63I3Ad Number: 24637542 Published on: 2016-10-2710/27/2016 Job Type: Regular
Job Schedule:Full-time
Published in: CTjobs.com
2016-11-26
Customer Care Specialist
The Customer Care Specialist exemplifies superior customer service to support the Retail Sales and Call Center organization, through a variety of operational tasks.
RESPONSIBILITIES:
- Manage multi-faceted customer care inquiries in Salesforce.com, ensuring all requests are handled in a professional, timely and courteous manner with accuracy of information, appropriate grammar, spelling and empathy.
- Ability to assess customers' support needs through written correspondence, solve the issue at hand and communicate resolution in a complete and thorough manner.
- Flexibility to regularly rotate through different operational specialties and skill sets
- Ability to thrive on change as products and questions evolve
- Provide the following daily Customer Care support functions to the Sales Organization including but not limited to:
- o Manage and respond to inquiries for Tax Exemption, Trade discount qualification, ensuring required documentation is submitted.
- o Review and solve payment issues, process price overrides, troubleshoot orders stuck in ERP system.
- o Manage and process return and exchange requests, ensuring adequate documentation is present, and customer need is resolved in a timely manner. Closing the return loop by managing product damage resolution, schedule pick-up of return and issue new replacement order for customer.
- o Maintain product knowledge to respond to product inquiries and requests for information and/or parts.
- o Use operational systems available to provide answers to the sales field and continuously work to improve internal processes and documentation to develop self-service for the sales field.
- Daily interaction with internal departments to access information required to respond to retail and call center inquiries, in a timely and effective manner.
- Other responsibilities or ad-hoc projects may from time to time be assigned by management.
REQUIREMENTS:
- Outstanding communication skills, both verbal and written; conveys information in a clear and concise manner; asks appropriate probing questions
- Detail oriented and works with a high degree of accuracy
- Handles confidential financial and personal information appropriately
- Ability to tactfully handle stressful and difficult situations
- Possess strong problem solving skills, multi-tasking skills; strong follow through
- Ability to quickly build and maintain rapport internally and externally
- Able to work evenings and weekends as needed (during Sale and peak periods)
- Minimum of 2-3 years experience in customer service role; Operations and management experience a plus.
- Innovative; constantly seeking ways to improve processes
- Proficient in Microsoft Office (especially excel), experience with using Salesforce.com a plus
- Ability to learn quickly when facing new challenges; open to change
- Team player. Cooperative, easily gains trust and support of peers; encourages collaboration
- Self-starter and ability to work independently possessing strength in troubleshooting and thinking outside the box
- College degree preferred
Design Within Reach is committed to diversity and inclusion. We are an equal opportunity employer (Minorities/Women/Veterans/Disabilities).