Customer Service Representative

Natuzzi Americas, Inc.; High Point (NC); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Natuzzi Americas, Inc. is seeking an After Sales Specialist to be a customer advocate, analyzing support needs and resolving issues while managing requests from customers, consumers, and service providers to deliver an excellent Natuzzi customer experience.

The role interfaces with after-sales, quality, and corporate teams, handling spare parts, claims, and KPI-driven processes. A hybrid work schedule applies, with training conducted in-office as needed.

Qualifications

• Minimum of 2 years in customer service, preferably with experience in both B2B and B2C support.
• Experience in furniture industry or SAP is a plus.
• Strong Excel and ERP familiarity preferred.

Responsibilities

• Interface with parties involved in after-sales support and claims.
• Provide technical analysis to assess the legitimacy of product quality service requests versus warranty policy.
• Order spare parts and follow up on delivery status to meet standards.
• Monitor the claims resolution process.
• Interface with Corporate Quality 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.

Skills

Customer service mindset

Communication skills

Problem solving

Attention to detail

Tools

SAP

Microsoft Office

Job description

About the Company

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
• Computer skills: Microsoft Office (excellent Excel)
• 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.