Customer Relations Representative

Job Posting:

A leader in style, Signature Hardware provides high-quality, trending products for the kitchen, bathroom and more. Backed by a team of innovative, knowledgeable associates, our ever-growing brand excels at delivering an inspiring, customer-first shopping experience for those looking to turn their house into a home.

The Customer Relations Representative is responsible for assisting customers with purchases, pre/post-sale questions, basic installations, and problem resolutions. Typical activities include the receiving of emails, phone calls, and web chats, with customers who may be inquiring about purchasing of product or are contacting with related questions or issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively, and following-up with customers in a timely manner.

This position will self-manage and interact with various associates from other departments. The Customer Relations Representative reports to the Customer Relations Manager and will work closely with the Showroom, Warehouse, Sourcing, Purchasing, Business Development, and Marketing groups as well as senior management. This is a Hybrid role based out of Erlanger, KY, in accordance with the Signature Hardware Flex schedule.

Job Duties:

• Develop and maintain relationships through phone calls and emails with customers, always ensuring their satisfaction with our products and services.

• Assist customers in the selection and purchase of merchandise.

• Capture inbound sales when appropriate and answer post-sale customer questions about product information, delivery, and other services.

• Resolve and de-escalate customer complaints regarding sales and service.

• Collaborate with other members of the Customer Relations Department to locate or review information that is not readily available.

• Collaborate with internal associates to ensure great customer service from the placement of order through the life of the product.

• Continually enhance product and plumbing knowledge through provided trainings to promote a professional image.

• Maintain quality score and other metrics communicated that measure performance.

• Practice and ensure compliance with company policies and procedures.

• Execute all other requirements, policies, and procedures set by Management.

Qualifications:

• Prior customer facing sales or customer service experience preferred.

• Highly motivated to meet deadlines and provide excellent customer service.

• Efficiently operate computers and multi-task different programs.

• Ability to learn quickly.

• Strong organizational skills and able to prioritize work.

• Ability to self-manage.

• Willingness to learn and use technical plumbing terminology and basic functionality.

• Ability to effectively use customer relationship management system

• Knowledge of Microsoft Office software (Outlook, Word, Excel, etc.).

Signature Hardware is dedicated to providing meaningful benefits programs and products to our associates and their families-geared toward benefits, wellness, financial protection, and retirement savings. Signature Hardware offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!

• Pay Range:

• $15.00 - $25.39

• Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

• This role is Bonus or Incentive Plan eligible.

• The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information