Customer Care Representative

Global Furniture Group; Ramara Township; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player is looking for a dedicated Customer Service Representative to join their dynamic team. This role focuses on delivering exceptional customer experiences by answering inquiries, processing orders, and supporting customer care operations. With a commitment to quality and service, you'll engage with clients and ensure their needs are met efficiently. This position offers a chance to grow within a reputable company that values its employees and promotes a positive work environment. Join a team that has been a leader in the furniture industry for over 50 years and make a difference in customer satisfaction.

Benefits

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401(k) & Roth 401(k)

Employee Assistance Program (EAP)

Short-term Disability

Long-term Disability

Qualifications

• Ability to articulate and communicate effectively via email and phone.
• Knowledge of Microsoft Office programs and electronic catalog systems.

Responsibilities

• Answer general customer questions via email and phone.
• Process demo requests and check order status.
• Research and resolve customer inquiries.

Skills

Customer Service Skills

Communication Skills

Microsoft Office (Excel, Word)

Problem Solving

Education

High School Diploma or GED

Tools

AS400

Electronic Catalog

Job description

Job purpose

To learn and understand the goals and objectives of the company/department. Demonstrate commitment and enthusiasm for quality to exceed client expectations, ensure service levels are clearly understood. Establish a pleasant working relationship both internally and externally. Provide the "end to end customer experience."

Essential Duties and Responsibilities

• Answer general Customer Questions via Email and Phone.
• Demonstrate the skills and product knowledge required to perform job functions.
• Knowledge and use of electronic catalog and Global website.
• Learn to navigate the AS400.
• Support Customer Care Operations for Dealers and Territory Managers.
• Process Demo requests.
• Check order status/electronic orders.
• Check inventory.
• Provide product information and pricing.
• Process credits, return authorizations and factory charge backs.
• Process Parts Express, Warranty and Replacement Orders.
• Submit changes or cancellations on orders with assistance from Lead, Supervisor or DC Services.
• Process Order Addendums.
• Track shipments.
• Research and resolve customer inquiries.
• Review appropriate daily reports.
• Follow and adhere to department/company guidelines.
• Daily check-in with Customer Care Supervisor.
• Attend weekly Teams meetings with Supervisor.
• Working to meet Time to Reply Average for response time.
• Escalate open issues with no response to supervisor.
• Maintain an open issue log.
• Participate in all Global Teams training meetings.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications include:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience or military equivalent.
• Articulate email, fax and verbally communicate in a clear and concise manner.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Knowledge of Microsoft Office programs (Excel, Word, etc.).

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical requirements

While performing the duties of this Job, she/he is regularly required to sit and use hands to finger, handle, or feel. She/he is frequently required to talk or hear. Occasional walking is required; reach with hands and arms and stoop, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Direct reports

This position has no supervisory responsibilities.

WHO WE ARE

The Global Furniture Group is a leading North American Manufacturer of furniture solutions. Global offers a broad range of furniture products designed for the workplace, education, healthcare + hospitality markets, delivering exceptional value and quality to its network of dealers, designers and customers.

Operating for 50+ years and employing more than 4,000 people worldwide, Global has locations throughout Canada, the US, Mexico, China and the UK.

BENEFITS

Global offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure and maintain a work/life balance. The following are benefits we offer employees (or may be eligible for):

Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Accounts (HSA) | Company-Paid Life and AD+D Insurance | Company Sponsored Long-term Disability | Short-term Disability | Voluntary Life Insurance | Employee Assistance Program (EAP) | Critical Illness and Accidental Injury Insurance | FSA | 401(k) & Roth 401(k)

WHERE WE ARE

Global has distribution centers and showrooms located all across the USA + Canada.

Global USA Showrooms:

Atlanta | Boston | Chicago | Irvine | Miami | NYC | Philadelphia | Phoenix | Washington DC

Global USA Showrooms + Distribution Centers:

Atlanta | Baltimore |Chicago | Cincinnati | Dallas | Denver | Houston | Kansas City | Los Angeles | Miami | Philadelphia | Seattle | Tampa

You can visit us at www.globalfurnituregroup.com.

Global is a smoke-free, drug-free workplace and equal opportunity employer.

To request assistance in completing this application, please call 800.220.1900 and ask for Human Resources.

Veterans encouraged to apply.