Bilingual Customer Care Furniture Specialist

Staples Canada•Richmond Hill, ON

5d•Onsite

About The Position

This role focuses on managing customer inquiries and orders for contract furniture. The specialist will be responsible for receiving and entering orders, resolving problems to meet customer needs in a courteous and professional manner, and proactively providing a consistent, reliable customer service experience to promote customer retention. If an inquiry cannot be resolved at the initial point of contact, the specialist will track it to completion through the appropriate departments and systems. Work is performed under the direction of a department supervisor/manager.

Requirements

Minimum 2 years previous customer service experience and office furniture industry knowledge
Bilingualism In English & French is required.
Knowledge of commonly used concepts, practices and procedures in the furniture industry
Experienced and proficient in MS Word, MS Excel, with working knowledge and skill in MS PowerPoint.
A university degree and / college diploma with emphasis on communication, marketing and/or project management.
Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment.
Excellent organization skills with the ability to prioritize and manage multi-tasks.
Able to work in a fast paced, high-demand environment.

Responsibilities

Effectively manage customer interactions by addressing customer needs through evaluating inquiries, providing appropriate assistance, accurately processing orders, and following through to ensure customer needs are met in a complete, timely and effective manner.
Manage purchase orders, vendor acknowledgments and merchandise returns for customers.
Verify product costs, order margins and chargeable service fees are accurate and escalate for managers approval if outside of guidelines.
Identify and close opportunities through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines.
Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame.
Participates in ongoing process training, vendor training and furniture business updates.
External – Frequent interaction with customers, vendors, and third party furniture installers.