Customer Service Specialist

Customer Service Specialist

At Design Within Reach, home comes first. We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime – from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings. Our purpose is design for the good of humankind. It's the ideal we strive toward each day in everything we do. Being a part of Design Within Reach means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

General Purpose

We are looking for a best-in-class Customer Service Specialist! Our representatives serve as a point of contact for managing the day-to-day requirements of DWR and Knoll web customers, including services such as returns, replacements, cancellations, and order status. DWR/Knoll's Customer Service Specialists provide exemplary customer service to support the Retail Operation organization through these operational tasks. As a Customer Service Specialist, you will report to the Customer Service Managers. The schedule for this position is Tuesday-Saturday, 9am – 6pm Eastern Time.

Essential Functions

• Answer incoming phone calls and written correspondence to assess the customer's needs, solve the issue at hand, and communicate resolution in a timely, complete, and thorough manner.
• Manage multi-faceted customer service inquiries professionally with information accuracy, appropriate grammar, spelling, and empathy.
• Regularly rotate through different operational systems, utilizing a variety of skill sets.
• Become an expert in product knowledge and DWR/Knoll policies and procedures, ensuring the ability to react to and solve customer service requests as efficiently as possible.
• Provide connections to the Sales Organization wherever needed to ensure continuity of care for each customer, web, or studio.
• Review and solve order payment issues.
• Facilitate and manage customer inquiries, including returns, replacements, cancellations, and order status, ensuring adequate documentation is present and customer needs are resolved promptly.
• Maintain product knowledge to respond to product inquiries and requests for information and/or parts.

Qualifications

Successful candidates should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• 2 - 3 years of experience in a customer-facing service role with a focus on operational excellence.
• Outstanding written and verbal communication skills.
• Ability to work with a high degree of accuracy and attention to detail.
• Appropriate discretion in handling confidential financial and personal information.
• Ability to thoughtfully handle stressful and demanding situations.
• Solid problem-solving skills, including follow-through and the ability to manage multiple competing priorities.
• Ability to quickly develop rapport with both internal and external groups and individuals.
• Proven organizational and time management skills; must be self-motivated and able to work independently.
• Possesses high energy and a keen sense of teamwork.
• Proficiency in Microsoft Office Suite; experience using CRM tools like Salesforce is a plus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to perform all essential functions of the position with or without accommodations.

We hire qualified applicants representing a wide range of backgrounds and abilities. Design Within Reach is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We're committed to equal opportunity employment, including veterans and people with disabilities.