Customer Service Representative I

Customer Service Support Specialist

Basic Function: To support the Kallista & Robern Customer Service teams with reporting, order entry, returns, debit memos, lead times, chats & emails to allow more time for our CSRs to own phone calls, direct consumer emails, escalations, installation & troubleshooting.

Specific Responsibilities:

• Process standard orders with attention to detail and timeliness & confirm order lead-times to showrooms via email.
• Process finish sample set requests to customers & designers all over the world.
• Assist with answering OMNI emails within 24 hours from original email date & be available on click-to-chat daily to answer inquiries from our Kallista website.
• Authorize return goods using the approved Kallista RGA procedure. With assistance, determine if a product is to be returned to the Kallista Warehouse or field-destroyed with proper technical team leader approval. Ensure that the proper re-stocking fees are charged back to the customer.
• When requested provide order updates, shipping information & tracking of shipment to showroom associates via email or chat.
• Assist in resolving freight damage claims in a timely manner with the showrooms or FedEx directly. Process any LOA with proper approval and provide commercial invoices for customs.
• Responsible for understanding all showroom account information for each region as well as the sales agencies that represent Kallista.
• Daily reporting would include, but not be limited to, the following: EDI, SQVI, ZCIRCS, Open RGA report, Daily Order Report.
• Provide information for all potential customers as it relates to, but not inclusive, the list below: Where to buy Kallista product, Information on product, Availability & lead times, Literature.
• Requires 4 days in office (Mon-Thurs) for the administration portion of the role. Associate will be located at our front desk of our Wisconsin office and help greet guests and other associates.
• Assist with any office needs such as, (but not limited to) delivering mail, assisting guests on where to go in office, manage office supplies with help of Supervisor, keeping office clean & tidy.
• Need an energetic and professional person to be the face of our luxury business in our office. Willing to help when needed and with tasks outside of normal role.

Relationships & Contacts:

• Reports to Kallista Customer Service-Supervisor
• Frequent contact with sales regarding customer issues, product defect issues & returned goods procedures.
• Frequent contact with supply chain team to review product availability and shipping information from vendors.
• Frequent contact with internal departments such as product marketing, engineering, and our warehouse to review processes & procedures, literature, new product information, training, etc.

Experience Requirements:

• 2-4 years of customer service or administrative work
• Proficient attention to detail & accuracy
• Organized
• Able to pivot based on business needs & requirements
• Be strong with planning
• Creative thinker
• Takes initiative
• Strong communication skills
• Ability to self-manage after being trained
• Comfortable with technology (computer, phone, electronics & computer programs)
• Administrative background would be ideal

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."