Kitchen, Bath & Lighting Store Customer Service Coordinator (Remote with Regional Travel)

First Supply•Green Bay, WI

6d•Remote

About The Position

The Kitchen, Bath & Lighting Store Customer Service Coordinator seeks to enhance the experience at the Kitchen, Bath & Lighting Store (KBL) to ensure all customers receive the best-in-class customer service. This position is to support the showrooms within the Northern Region with order management / fufillment, training, and process / SOP adherence. Open to remote work with ability to day trips to locations within Northern Region.

Requirements

Experience in customer service, data entry/order management or sales environment preferred
Knowledge of Kitchen & Bath products, sales, installation, or service preferred
Computer knowledge and skills with the ability to learn First Supply's business system
Possess critical thinking skills with the ability to evaluate and utilize information including but not limited to customer preferences, vendor information, company capabilities, and operational process
Ability to communicate information and ideas effectively with vendors, customers and internally by telephone, email, and in person
Ability to read, speak, understand, and write English
Ability to add, subtract, multiply, and divide all units of measure
Satisfactory score on the Wonderlic Personnel Test and/or Caliper Assessment
Valid drivers license and a driving record which meets underwriting standards
Ability to travel up to 5-10% of time for site visits within KBL Northern Region
Attendance on a regular and consistent basis
Partially to fully remote work may be available

Responsibilities

Vendor and Product Updates
Conduct internal salesperson follow-up as necessary to address customer/order issues, assess customer satisfaction and promote alternate options as needed.
Deliver exceptional service in a manner that meets K, B, & L Store and First Supply profit objectives including but not limited to minimizing delivery costs, minimizing rate of returned products outside of manufacturer defects, maximizing gross profit by supporting store sales growth
Manage product orders beyond quotation and order entry stages, including procurement from vendors when required, tracking vendor purchase orders, facilitating solutions for fulfillment and allocation issues, scheduling product delivery by First Supply or third-party services, and communicating order status to the sales associated and/or customer as necessary
Maintain a cyclical order follow-up system to ensure all orders reach completion, focusing on efficiency, thoroughness, attention to detail, and workload management
Work with store teams and managers to drive invoicing as it relates to order fulfillment and completion
Coordinate and conduct KB&L Chat feature
Provide support and order management solutions as needed for KB&L E-commerce
Employee Training and Development
Coaching teams on First Supply systems and standard operating procedures including our ERP system and any other processes required for in-store operations
Other duties/responsibilities as assigned by leadership