Furniture Sales & Service Support

Job Description

When you join The Robert Allen Duralee Group, one of the nation’s leading designers, marketers and distributors of decorative fabrics and home furnishings, you join an exciting company that is known for its vision, style, creativity and commitment to quality and service.

Job Summary

Responsible for evaluating and resolving customer claims on product post-production by providing accurate information and courteous customer service responses to internal and external customers via telephone, fax, or e-mail within expected time standards.
Qualifications

High school diploma or equivalent; minimum of 2 years customer service or related experience; must possess excellent verbal and written communication skills; must be customer oriented; must possess excellent attention to detail; must be able to listen attentively and work under pressure; must be able to organize and handle multiple tasks; workroom, merchandising, or textile experience preferred; Experience with AS400, Microsoft Word and Excel a plus.

Essential Job Functions

1. Resolves customer post-production claims within designated authority and expected time standards.
2. Monitor all shipments to their destinations with shipping carriers.
3. Forwards damage information to appropriate vendors for verification and claim participation.
4. Negotiates with vendors to resolve claims issues and issue debits to vendor when appropriate.
5. Collaborates with sales team to resolve claim issues with customers, when necessary.
6. Negotiates resolutions to issues with customers, including but not limited to allocating and scheduling technicians for local repairs, credit or refund of labor charges, discount product, or returns, within designated limits.
7. Facilitates transportation of returns of claim items to and from delivery location.
8. Works with Product Development, Purchasing and the Quality Manager on product issues.
9. Maintain proper records of communications and expenses related to customer claims.
10. Performs other duties as assigned.

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made that would not result in undue hardship to the company to enable individuals with disabilities to perform the essential functions.
• It is impossible to list all of the physical requirements for the position, however, while performing the duties of this job, the employee sits, stands, walks, communicates with others, listens, reaches above shoulder height and below the waist or lifts as required to file documents or store materials. May lift up to 25 pounds on occasion.
• The vision requirement is the ability to view at close and far distances, to identify and distinguish colors, to observe an area that can be seen up and down or left to right while eyes are fixed on a given point, to judge distances and spatial relationships and to adjust the eye to bring an object into sharp focus.

Environment

• For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.

The Company offers a comprehensive benefits package including health and welfare benefits, 401k and paid time off.

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