Showroom Customer Service Representative

Kravet LLC•San Francisco, CA

4d•$23 - $24

About The Position

The Customer Service Representative plays a key role in handling day-to-day customer interactions and order management as related to fabrics, trimmings, and wall coverings across all Kravet brands.

Requirements

PC literate with proficiency in Microsoft Office and G Suite products, prior experience using Oracle or a similar EBS system is a plus.
Superior written and verbal communication skills.
Must be able to work thoughtfully and thoroughly with continuous attention to detail.
Ability to learn quickly and retain a wide range of small details concerning multiple product types, tasks, system processes, issues, and/or projects.
Excellent time management, organizational, and follow-up skills.
Comfortable multi-tasking, or, pivoting between tasks on the fly as the need arises.
Willingness to learn new products, procedures, and processes as business needs change.
Exercise critical thinking and use good judgment to balance customer satisfaction and the best interests of the company.
Take ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand.
A friendly attitude with the ability to be a team player and stay self-motivated in a fast-paced environment.

Responsibilities

Extensive phone and email communication with customers, showroom team, outside sales representatives and internal company departments. Usually the first to answer phones.
Often serve as showroom greeter, taking customers to their first point of interest and demonstrating memo scanner.
Respond to general inquiries regarding product specifications, pricing, availability, and inventory levels, along with web help and chat support.
Order management: initial review and entry, changes to existing orders, and proactive follow-up, including sample requests and product returns.
Provide inter-departmental support to other business areas as necessary.
Maintain familiarity with product lines and collections, across all brands.
Follow company policies and procedures.
Tracking Weekly Oracle Open Orders and Shipments report in order to:
Follow-up on expiring CFAs (approving, extending, re-entering orders)
Contact customers about order holds (prohibiting order from shipping)
Request payment for Proforma orders.
Order maintenance
Order entry
Order tracking and follow-up (in response to regular customer and seller inquiries)
Notating / updating all orders throughout the day (typically must be done in real-time; it’s not an activity that can be entered at the end/beginning of each day)
Applying / releasing holds on orders.
Emailing corporate departments for internal inquiries (CSV, Purchasing, Warehouse desks)
Applying payments to orders.
Fabric claim management (returns and RMAs)
Requesting refunds.
Sales tax inquiries.
Send checks to Kravet Headquarters with attached documentation after they are applied to orders.
Maintain correspondence with corporate fabric departments on orders, backorders, shipments.
Communicate with sales associates regarding changes/updates to orders.
Work with showroom manager on sales and inventory reports.
Assist on sales floor, in sample room and with merchandising as needed.