402 - Office Salaries - RE-Customer Svc Coord

Ethan Allen Global, Inc.; Pomona (CA); On-site; Confidential; Full time

Benefits offered by this job

401(k) plan

Medical plans

Dental plan

Vision plan

Life insurance

Job summary

Ethan Allen Global, Inc. in Pomona, CA is seeking a Customer Service Coordinator to provide exceptional after-the-sale support, schedule service calls, and coordinate with store teams.

You will handle post-delivery inquiries, monitor open requests, maintain service logs, and compile service trend reports to inform improvements. This role may require holiday, evening or weekend hours and offers solid benefits in a retail home furnishings environment.

Qualifications

• Strong communication and listening skills.
• Retail customer service experience preferred.
• Understanding of product warranties and service procedures.

Responsibilities

• Handle post-delivery customer service inquiries.
• Schedule service technicians for in-house service calls.
• Notify customers of pre-delivery damages or errors that will cause a reschedule.
• Monitor all open customer service requests.
• Maintain service logs and files.
• Track service requests by store, customer, designer and service category.
• Assist in providing service trend reports.
• Process SRs for parts orders and repair and return orders.
• Assist in RA paperwork and track completion of credit.
• Work with inventory control to ensure proper disposition of damaged inventory.
• Assist in coordinating reorders or repairs of inventory and service charge-backs.
• Provide back-up support to the schedulers.
• Interface with store personnel as required.
• Provide delivery and service update reports for store personnel.
• Conduct post service surveys with customers.
• Perform any other duties as required.

Skills

Communication

Listening

Customer service

Product knowledge

Education

Associate's degree or equivalent

Job description

GENERAL OBJECTIVES

The Customer Service Coordinator provides exceptional "after the sale" service for our customers.

SPECIFIC RESPONSIBILITIES:

• Handle post-delivery customer service inquiries.
• Schedule service technicians for in-house service calls.
• Notify customers of pre-delivery damages or errors that will cause a reschedule.
• Monitor all open customer service requests.
• Maintain service logs and files.
• Track service requests by store, customer, designer and type of service category.
• Assist in providing service trend reports.
• Process SRs for parts orders and repair and return orders.
• Assist in RA paperwork and track for completion of credit.
• Work with inventory control personnel to ensure proper disposition of damaged inventory.
• Assist in coordination of reorders or repairs of inventory and service charge-backs.
• Provide back-up support to the schedulers.
• Interface with store personnel as required.
• Provide delivery and service update reports for store personnel.
• Conduct "post service" surveys with customers.
• Perform any other duties as required.

Education

High school graduate preferably with an Associate's degree with courses in business and communications or comparable experience.

Experience

One to two years retail background with emphasis in customer service.

Other Requirements

Strong communication and listening skills. Ability to work well with others. Solid understanding of Ethan Allen's products and warranties. May require holiday, evening and weekend hours.

Compensation

The hourly rate for this position ranges from ___________ to ____________, depending on experience.

Benefits

Benefits are an important part of the total compensation that is offered, providing peace of mind and financial well-being. Ethan Allen is committed to offering a variety of benefits that allow associates to choose whether or not to participate based on personal and family needs. Some of the benefits offered are 401(k) plan (with Employer contributions), multiple Medical Plans with Prescription Drug Coverage, Health Savings Account (including Employer contributions), Dental Plan, Vision Plan, Basic Group Term Life & Accidental Death & Dismemberment, Supplemental Group Term Life & AD&D Insurance, Dependent Group Term Life Insurance, Short and Long-Term Disability (Full-Time associates only), Business Travel Accident Life Insurance, Flexible Spending Accounts - Health Care & Dependent Care, Commuter Saving Plans - Public Transit & Parking, Voluntary Whole Life Insurance, Voluntary Critical Care Insurance, Voluntary Accident Insurance and Employee Assistance Program.