Customer Service Coordinator

F. Schumacher & Co.•Passaic, NJ

3d•Onsite

About The Position

Since F. Schumacher & Co. was founded in 1889, our family-owned design house has been synonymous with style, taste, and innovation—and always ahead of the pack. We’re driven by a shared belief that design transforms life. It challenges convention. It brings a unique point of view into the world. It sets trends. And it leaves a mark. We champion individual style and the collective practice of transformational interior design. We create it. We supply it. We support it. We celebrate it. We also partner with the most brilliant trendsetters in design and fashion to advance it. And we want to bring it to as many people and into as many homes as possible. Paramount is an independently operating business unit of F. Schumacher & Co., functioning as a growth-stage startup with the resources of an established organization and serving both direct-to-consumer and bulk / volume channels. Paramount Prints is seeking an enthusiastic Customer Service Representative. This role will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The goal of this team is to ensure excellent service standards, provide efficient and accurate responses to customer inquiries and maintain high customer satisfaction. We are hiring customer service representatives who are genuinely excited to help customers. Problem-solving is an important piece of this team and requires us to be confident in troubleshooting and investigating if there is not enough information to answer customer questions or resolve complaints.

Requirements

Excellent "can-do" attitude, strong work ethic, and great team spirit.
Capable of thriving in a fast-paced and highly dynamic environment.
Strong verbal and written communication skills
A people person with a passion for providing a best-in-class customer experience
Ability to multitask and change direction based on business needs
Ability to work in a team environment
Composed, professional, and an adept problem solver
Proficiency in MS Office (including Excel, Outlook, and Word)
Ability to give and receive honest and direct feedback
Ability to work required overtime when business needs warrant it
Prior experience in a customer service capacity
Must be on-site at our screen printing facility in Passaic NJ

Responsibilities

Respond to incoming calls, chats and emails in a timely manner
Coordinate with logistics, warehouse, and inventory teams to ensure escalations are solved in a timely manner.
Handle customer issues with empathy and professionalism, turning negative experiences into positive outcomes.
Communicate with clients to resolve issues.
Collaborate with Customer, operations and Logistics to implement order pattern optimizations & efficiencies.
Work cross-departmentally to ensure you are providing accurate, up-to-date information.
Assist sales when order errors have occurred, liaising with warehouse team when required.
Manage escalated orders coming from sales team which result from an issue with warehouse error or delivery.
Support sales in the successful conclusion of warehouse holds or errors.
Process customer return and claim requests in a timely and efficient manner, adhering to company policies and procedures.
Communicate with customers via phone, email, and chat to guide them through questions and inquiries.
Handle customer complaints with empathy and professionalism, turning negative experiences into positive outcomes.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Evaluate customer feedback and identify ways to maximize customer satisfaction.
Keep records of customer interactions, process customer accounts and file documents.
Have baseline knowledge of all products, offerings, and services.