Customer Account Representative

York Design Group•Randolph, MA

About The Position

York Design Group is seeking an experienced Customer Service Representative to support Wallcovering Retail accounts and the Designer market as part of the Sales and Service team. The role handles order placement, responds to customer inquiries by phone and email, and builds customer relationships to provide superior service and meet customer needs. York Design Group designs, manufactures, markets, sells, and distributes wall décor products, including residential and commercial wallcoverings, murals, peel-and-stick tiles, and decorative peel-and-stick wall decals.

Requirements

High school diploma or GED.
At least 5 years of experience in Sales and Service or a call center environment.
Excellent communication skills.
Proficient computer skills with MS Office, particularly Microsoft Excel.
Accuracy, attention to detail, and organizational skills.
Ability to multitask and work in a fast-paced call center environment.
Strong problem-solving aptitude.

Responsibilities

Respond to high volumes of retailer calls and emails about key orders, stock availability, pricing, ship dates, inventory issues, expedited delivery, and product quality complaints, including replacement of defective materials.
Work with the QC team to investigate and resolve customer claims for defective products, keeping customers informed until claims are resolved to their satisfaction.
Accurately enter incoming orders received by phone and email.
Post order and shipment updates to customer accounts through their online portals.
Relay customer needs and requests to appropriate internal teams, such as Sales and QC.
Follow up with customers on special requirements or oversee requests through a variety of communication channels.
Manage inquiries and questions from the sales team and provide accurate information.
Strengthen customer relationships and communications with the goal of adding sales volume.
Establish good relationships with customers.
Perform other duties as assigned.