Customer Service - After Sales

DARRAN Furniture•Archdale, NC

4d•Onsite

About The Position

DARRAN is a leading manufacturer of high-quality office furniture, dedicated to creating innovative and functional workspaces that inspire productivity and well-being. We want to create products that are catalysts for change, shaping cultures and creating experiences that resonate deeply. Join our dynamic team and contribute to shaping the future of office environments. DARRAN’s Customer Service Representative – After Sale is vital to the company’s success by providing excellent service to external customers warranty processes on a daily basis.

Requirements

High School Diploma Required
3+ years of customer service experience
Proficient in Microsoft Office Applications.
Excellent written and verbal communication skills required.
Strong qualities of adaptability, dependability and professionalism required
Ability to multitask

Nice To Haves

College degree preferred.
Experience in Furniture Manufacturing / Office Furniture preferred.
Experience with CAP/20/20 preferred.

Responsibilities

Partner with nationwide dealerships, document all claims within our database, and provide our customers with technical responses, negotiate efficient and cost-wise solutions for dealers and end users as well as offering credits, billing adjustments, product dispositions and parts packages
Work collaboratively with other departments including manufacturing, quality, product development, engineering, etc to determine the root cause of issues and determine effective solutions through critical thinking skills.
Manage the order processing of the item including purchase order creation, proofing, manufacturing expediting and shipment.
Coordinate with Shipping department on all Freight claims and free shipments when carriers are involved in the claim.
Notify Purchasing of any vendor issues and follow through to ensure DARRAN receives credits/reimbursements internally.
Monitor all Quality/Warranty costs on a monthly basis and provide reporting.
Hold a Weekly meeting with Quality, Manufacturing and Sales to review any Warranty claims to ensure all issues are addressed immediately and there is a corrective action followed through.
Train Sales and Customer Service personnel on product quality, function and services.
Build an education of the products, parts and functions through collaboration with other departments so that you may be able to understand the products and determine the best resolution to claims.