Design Within Reach Inc.

Location: StamfordCT 06902 Document ID: AA393-63I3
Ad 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

Classified As seen in CTjobs.com

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).