402 - Office Salaries - RE-Customer Svc Coord

Ethan Allen; Pomona (CA); On-site; USD 21,000 - 34,000; Full time

Job summary

Ethan Allen is seeking a Customer Service Coordinator to provide exceptional after-sales service. You will handle post-delivery inquiries, schedule technicians, and monitor open requests to ensure timely resolutions.

Ideal candidates have 1–2 years in retail customer service, strong communication skills, and a basic understanding of product warranties. Must be flexible for holiday/evening/weekend hours.

Qualifications

• Strong customer service skills with a focus on after-sales support.
• Ability to communicate clearly with customers and store personnel.
• Attention to detail and ability to manage multiple service requests.

Responsibilities

• Handle post-delivery customer service inquiries.
• Schedule service technicians for in-house service calls.
• Notify customers of pre-delivery damages or errors that require rescheduling.
• 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/return orders.
• Assist in RA paperwork and track credit completion.
• Coordinate with inventory control for damaged inventory disposition.
• Assist in reorders or repairs of inventory and service charge-backs.
• Provide back-up support to schedulers.
• Interface with store personnel as required.
• Provide delivery and service update reports for store personnel.
• Conduct post-service surveys with customers.
• Perform other duties as required.

Education

High school diploma or equivalent with courses in business and communications, Associate’s degree preferred

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.