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Customer Service Representative

Natuzzi Americas, Inc.

Mundelein, IL

Job Description

About the Company

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We are excited to add an experienced, passionate Customer Care professional to our Customer Service Team at Natuzzi! We take pride in fostering a work environment that's based on respect, honesty and enthusiasm; one that exceeds expectations every step of the way.

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About the Role

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The After Sales Specialist's main responsibility is to be the customer advocate while finding the most cost-effective solutions for Natuzzi. This individual needs to analyze incoming support needs, assist in resolving issues, manage and monitor customer, consumer & service provider requests with the goal to create a true Natuzzi Customer Experience.

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Responsibilities

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  • Interface with parties involved in after-sales support and claims
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  • Provide technical support to analyze the legitimacy of the product quality service request versus the company's standard quality and warranty policy
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  • Order spare parts and conduct status follow-ups to ensure delivery standards are met or exceeded
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  • Monitor the claims resolution process
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  • Interface with the Corporate Quality Department to report recurring defects on products
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  • Interface with Corporate After Sales for operational and administrative activities
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  • Ensure network repair costs and lead times comply with corporate policies
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Qualifications

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  • Minimum of 2 years in customer service, preferably with experience in both B2B and B2C support
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Required Skills

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  • Customer service mindset and detail-oriented
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  • Good communication and verbal skills in an inter-functional group
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  • Computer skills: Microsoft Office (excellent Excel)
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  • Natural curiosity with an ability to problem solve by ‘thinking outside of the box’
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Preferred Skills

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  • Knowledge of Furniture product (sofas, accessories, beds, etc.)
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  • Experience in Furniture companies
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  • SAP
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  • Troubleshoot issues and recommend or perform actions to correct problems.
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  • Ensure Claims are resolved and closed in our ERP system with all documentation
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Pay range and compensation package

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We provide a competitive salary with excellent benefits, including medical, dental, vision, 401K with Company match, life, disability, and pet insurance.

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The current Hybrid schedule allows for 1 day of work from home and 4 days in the office. During initial training, the incumbent would need to be in the office 5 days per week.

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This individual will receive training on the following:

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  • Spare parts inventory control and replenishment.
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  • Technical support regarding issues for our Dealer
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  • Perform KPI’s on Parts and Service
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Equal Opportunity Statement

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We are committed to diversity and inclusivity.

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Apply
Vacancy posted 24 days ago
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