Customer Service Representative (CSR)

Customer Service Representative (CSR)

The Customer Service Representative (CSR) provides professional, timely, and accurate service to internal and external customers, including sales representatives, furniture dealers, and consumers. The CSR responds to customer inquiries, enters and maintains orders, provides order and product information, resolves issues, and works with other departments to meet customer needs. This position requires strong communication, organization, attention to detail, accountability, and the ability to work effectively in a fast-paced environment.

Essential Functions & Responsibilities

• Maintain a professional, positive, and customer-focused attitude.
• Provide timely and accurate order status and product information.
• Enter orders, changes, cancellations, returns, and other information accurately.
• Respond to customer emails and phone calls in a timely and professional manner.
• Research and resolve customer issues and follow through to completion.
• Communicate delays, concerns, and service issues to management promptly.
• Work closely with Production Planning, Scheduling, Shipping, Sales, Accounting, and other departments.
• Maintain accurate customer and order information.
• Follow established company and department policies and procedures.
• Prioritize workload and meet established deadlines.
• Maintain organized records and follow up on outstanding issues.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent preferred.
• 35 years of customer service experience preferred.
• Strong verbal and written communication skills.
• Working knowledge of Microsoft Excel and Outlook.
• Ability to learn and use company computer systems.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities while maintaining accuracy.

Required Skills & Abilities

• Strong customer service and communication skills.
• Excellent attention to detail.
• Good problem-solving and decision-making skills.
• Ability to take ownership and follow tasks through to completion.
• Ability to work independently and as part of a team.
• Professional and positive attitude.
• Ability to handle changing priorities and customer needs.
• Ability to read, write, count, and perform basic math.
• Ability to accept coaching and constructive feedback.

Additional Requirements

• Safety must always be a top priority.
• Position requires working in an office environment.
• Must be able to sit, stand, and walk for extended periods.
• Must maintain regular and dependable attendance.
• Must be able to work effectively and respectfully with coworkers, management, customers, and other departments.

Performance Expectations CSR employees are expected to consistently demonstrate:

• Customer Service: Professional, courteous, and timely service.
• Communication: Prompt, clear, and professional communication with customers and coworkers.
• Accuracy: Careful and accurate order entry and information handling.
• Productivity: Stay focused, prioritize work, and complete assignments within expected timeframes.
• Accountability: Take ownership of responsibilities and follow through without repeated reminders.
• Teamwork: Maintain respectful working relationships and contribute to a positive team environment.
• Attendance: Be dependable, punctual, and follow established procedures for absences or schedule changes.
• Professionalism: Maintain a positive attitude and avoid behavior that negatively impacts the workplace or team.
• Policies: Follow company policies, procedures, safety requirements, and management direction.
• Improvement: Be willing to learn, accept feedback, and improve performance.