Customer Service Representative

Natuzzi Americas, Inc.; Greensboro, Winston-Salem, High Point (NC, NC, NC); Hybride; USD 42 000 - 66 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401K with Company match

Life insurance

Disability insurance

Pet insurance

Résumé du poste

Natuzzi Americas, Inc. is seeking an experienced After Sales Specialist to serve as a customer advocate within the Customer Service Team in Greensboro, NC. The role focuses on analyzing support needs, resolving issues, and managing service requests to deliver an exceptional Natuzzi Customer Experience.

The incumbent will handle after-sales support, claims processing, and parts coordination. A hybrid work schedule applies, with initial training conducted in-office; remote work is available one

Qualifications

• Minimum of 2 years in customer service (B2B/B2C preferred).
• Customer service mindset and detail-oriented approach.
• Strong communication within cross-functional teams and proactive problem solving.

Responsabilités

• Interface with after-sales support and claims participants.
• Provide technical support to assess legitimacy of quality/warranty requests.
• Order spare parts and monitor delivery and status.
• Monitor the claims resolution process and ensure timely closure.
• Report recurring defects to Corporate Quality Department.
• Coordinate with Corporate After Sales for activities.
• Ensure repair costs and lead times align with policies.

Connaissances

Customer service mindset

Detail-oriented

Communication skills

Problem solving

Outils

SAP

Description du poste

We are excited to add an experienced, passionate Customer Care professional to our Customer Service Team at Natuzzi! We take pride in fostering a work environment that's based on respect, honesty and enthusiasm; one that exceeds expectations every step of the way.

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.