Customer Service Representative

Natuzzi Americas, Inc.; Winston-Salem (NC); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with company match

Life insurance

Disability insurance

Pet insurance

Hybrid schedule

Job summary

Natuzzi Americas, Inc. is seeking an After Sales Specialist to champion the customer experience post-purchase. You will analyze support needs, resolve issues, and coordinate with service providers to ensure timely, cost-efficient outcomes.

In this hybrid role, you will interface with the Quality and After Sales teams, manage spare parts orders, monitor claims, and document actions in the ERP system. A minimum of 2 years in customer service is required.

Qualifications

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

Responsibilities

• Interface with after-sales support and claims partners.
• Provide technical assessment of product quality service requests vs warranty policy.
• Order spare parts and track delivery times.
• Monitor the claims resolution process.
• Report recurring defects to Corporate Quality and assist with administrative activities.

Skills

Customer service

Communication

Excel

Problem solving

Tools

SAP

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.