Customer Care Representative

Natuzzi Americas, Inc.; High Point (NC); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with company match

Life insurance

Disability insurance

Pet insurance

Job summary

A leading furniture manufacturer is seeking an After Sales Specialist to advocate for customers while ensuring cost-effective solutions. The role involves analyzing support needs, providing technical assistance, and managing claims resolution processes. Candidates should have a customer service mindset, good communication skills, and a minimum of 2 years in relevant customer service roles. This position offers a competitive salary and excellent benefits within a hybrid work model, with initial training in-office.

Qualifications

• Minimum of 2 years in customer service, preferably with experience in both B2B and B2C support.
• Strong communication and inter-functional collaboration skills.
• Able to think creatively to resolve issues.

Responsibilities

• Interface with parties involved in after-sales support and claims.
• Provide technical support to analyze the legitimacy of product quality service requests.
• Order spare parts and conduct status follow-ups.
• Monitor the claims resolution process.
• Interface with the Corporate Quality Department to report recurring defects.
• Ensure network repair costs comply with corporate policies.
• Ensure network repair costs and lead times align with policies.

Skills

Customer service mindset

Detail-oriented

Good communication skills

Problem-solving skills

Natural curiosity

Tools

SAP

Job description

About the Role

The After Sales Specialist's main responsibility is to be the customer advocate while finding the most cost-effective solutions for Natuzzi. This individual needs to analyze incoming support needs, assist in resolving issues, manage and monitor customer, consumer & service provider requests with the goal to create a true Natuzzi Customer Experience.

Responsibilities

• Interface with parties involved in after-sales support and claims
• Provide technical support to analyze the legitimacy of the product quality service request versus the company's standard quality and warranty policy
• Order spare parts and conduct status follow-ups to ensure delivery standards are met or exceeded
• Monitor the claims resolution process
• Interface with the Corporate Quality Department to report recurring defects on products
• Interface with Corporate After Sales for operational and administrative activities
• Ensure network repair costs and lead times comply with corporate policies

Qualifications

• Minimum of 2 years in customer service, preferably with experience in both B2B and B2C support

Required Skills

• Customer service mindset and detail-oriented
• Good communication and verbal skills in an inter-functional group
• Natural curiosity with an ability to problem solve by ‘thinking outside of the box’

Preferred Skills

• Knowledge of Furniture product (sofas, accessories, beds, etc.)
• Experience in Furniture companies
• SAP
• Troubleshoot issues and recommend or perform actions to correct problems.
• Ensure Claims are resolved and closed in our ERP system with all documentation

Pay range and compensation package

We provide a competitive salary with excellent benefits, including medical, dental, vision, 401K with Company match, life, disability, and pet insurance.

The current Hybrid schedule allows for 1 day of work from home and 4 days in the office. During initial training, the incumbent would need to be in the office 5 days per week.

This individual will receive training on the following:

• Spare parts inventory control and replenishment.
• Technical support regarding issues for our Dealer
• Perform KPI’s on Parts and Service

Equal Opportunity Statement

We are committed to diversity and inclusivity.