Customer Care Rep

Hooker Furniture Corporation Martinsville , VA 24112

Posted 11 months ago

Within the H Contract business, assists customers and sales representatives with questions about product, pricing, availability, production or shipping status, etc., expediting when necessary and resolving any problems. Responsibilities also include processing the transactions to enter/track orders and credits. Requirements

Responsibilities Include:

  • Answer representative, designer, dealer emails, phone calls and chat requests.

  • Review, edit and enter orders, contacting customer as necessary to obtain additional information, clarify configuration or address any availability issue.

  • Follows up with customers and sales reps on special needs orders and communicates activity with team (management, supply chain, operations, marketing, etc.) as-needed.

  • Administer any order modifications required and special needs to completion.

  • Lead and respond to dealers and reps to follow up on recent outstanding issues to ensure satisfactory resolution. Consult with appropriate internal resources to ensure timely resolution (general manager, marketing manager, administrator, supply chain manager, or operations manager).

  • Supply requests for graded in fabric using the master list (Share Point). If not graded in, forward to administrator for grading. Administrator to supply directly to the person requesting.

  • Ensure timely follow up with customers and sales reps (24 hour to 36-hour response time is required), even if additional information is needed. Provide daily follow up until the issue is fully resolved.

  • Maintain a "hot folder" of those orders requiring special need, handling or issues until concluded.

  • This position reports to the Director of Operations.

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Customer Care Rep

Hooker Furniture Corporation