Vernon, CA 90058
Job details
Salary
From $50,000 a year
Job Type
Full-time
Number of hires for this role
1
Full Job Description
JOB REQUIREMENTS
SUMMARY: The Accounts Specialist has a challenging and ever-changing role to play when it comes to optimizing the customer experience at Classic Home. Our vision is to deliver consistent world-class customer experiences at every touch point, and your leadership is paramount to our success.
We are seeking to add an Accounts Specialist to support our dynamic International Team servicing certain world regions such as Canada, Central and South America to name a few.
This individual will be on the frontlines responding to a variety of inquiries from our International Clients. Some tasks would include, but not limited to: educating clients on our policies and processes, how to place an order, coordinating shipping logistics and clearing customs, answering billing questions or collecting payment, and resolving any order processing or systems issues.
Building and maintaining a team culture that delivers exceptional human centered experiences throughout the ordering process, is the primary responsibility of this position. Accountable for leading the transformation of the Customer Service environment to assure standards of excellence are met or exceeded in providing top tier service to all customers both external and internal. Build positive working relationships with customers, sales reps, other employees, and departments throughout the organization. Drive improvements in every aspect of the team-people, process, product, and systems, to deliver quick resolution to issues and high-end results.
Duties and Responsibilities
- Investigate and resolve customer issues and concerns.
- Work with inter-related department supervisors on day to day activities.
- Actively and collaboratively work to ensure that department goals are met.
- Liaison between the Customer Service Department and all other departments within Classic Home providing outstanding communication levels.
- Work closely with reps and customers to determine ways to improve the customer service experience at Classic Home.
- Partner with the Customer Service Manager and/or Furniture Director in overseeing and the creation of a variety of sales and customer service-related reports.
- Be the Account Manager for assigned Key Accounts when needed.
- Monitor and follow up on all customer orders.
- Ensure all customer relations activities support and strengthen the strategic objectives for the overall organization.
- Pitch in when deemed necessary to provide adequate department coverage as outlined by Customer Service Manager.
- Customer Service and Data Entry for specific key accounts.
- Report order totals and release in a timely manner.
- Maintain constant communication with Warehouse Department to track shipments.
- Provide communication to customers regarding product issues related to order fulfillment.
- Suggest alternative product(s) to customers on order(s) which cannot be fulfilled.
- Monitor backorders and release when complete. **This includes updating ship dates and maintaining updated open order reports from assigned sales reps.**
- Project a professional company image through phone and email inquiries on order status
- Follow up on customer inquiries not immediately resolved
- Work collaboratively with internal teams to improve processes and troubleshoot issues
- Follow all Company policies, rules and regulations, including Safety
- Perform other job-related duties as assigned by the Customer Service Manager
KNOWLEDGE AND SKILL REQUIREMENTS
Demonstrated ability to provide leadership, proactive problem resolution, drive for improvement, while balancing customer expectations and company interests in a fast-paced environment.
Relentless positive attitude, highly developed organizational skills and drive towards effectiveness.
Experience in a consumer products company or home furnishing company a plus.
Excellent customer service skills
Excellent Microsoft Office skills (Word, Excel) and Outlook
Excellent data entry skills
Three years minimum experience in a fast- paced wholesale customer service or data entry role
Strong attention to detail, accuracy, and organizational skills
AA degree or higher
Strong communication skills
Excellent punctuality and attendance
Team player works well with others
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