Customer Care Representative

Job Description

Job Description

Job purpose

If you are looking for a career with excellent earnings potential and sales opportunity - then look no further than Global Furniture Group, one of the largest manufacturers of workplace, education, healthcare + hospitality furniture in North America.

Global Furniture Group has an immediate career opportunity for a Customer Care Representative in the Houston, TX Area.  In this role, you will support clients by accurately entering and reviewing order details while ensuring timely processing and exceptional service. The ideal candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment.  

Essential Duties and Responsibilities

• Answer Customer Questions via Email and Phones. 
• Handle an increased volume of customer care emails and phone calls.
• Demonstrate the skills and product knowledge to handle more complex situations. 
• Knowledge and use of electronic catalog and Global websites. 
• Continue to learn to navigate the AS400 – but has a general understanding of all major Customer Care functions. 
• Support Customer Care Operations for Dealers and Territory Managers. 
• Process Demo requests. 
• Check order status/electronic orders. 
• Check inventory. 
• Provide product information and pricing. 
• Process credits, return authorizations and factory charge backs.
• Process Parts Express, Warranty and Replacement Orders. 
• Submit changes or cancellations on orders with little to no assistance. 
• Process Order Addendums. 
• Track shipments. 
• Research and resolve customer inquiries. 
• Review appropriate daily reports. 
• Follow and adhere to department/company guidelines. 
• Daily check-in with Customer Care Supervisor.
• Attend weekly Teams meetings with Supervisor.
• Meet Time to Reply Average for response time. 
• Escalate open issues with no response to supervisor.
• Maintain an open issue log.
• Participate in all Global Teams training meetings.
• Approve Labor Reimbursement requests with assistance from Lead or Supervisor.
• May be assigned small projects by the management team.
• Other duties as assigned.

Education/Experience

• High school diploma or general education degree (GED); or three to six years related experience and/or training; or equivalent combination of education and experience or military equivalent.
• Global product knowledge and processes. 
• Articulate email, fax and verbally communicate in a clear and concise manner.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  
• Write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  
• Define problems, collect data, establish facts, and draw valid conclusions. 
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Knowledge of Microsoft Office programs (Excel, Word, etc.).

Working Conditions/Physical Requirements

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. The noise level in the work environment is typically moderate.

While performing the duties of this position, the employee is regularly required to sit and use hands to fingers, handle, or feel. The employee frequently communicates verbally and must be able to hear. Occasional walking is required, as well as reaching with hands and arms, and the ability to stoop, kneel, crouch, or crawl.

Specific vision abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WHO WE ARE

Global Furniture Group is a leading North American Manufacturer of furniture solutions. Global offers a broad range of furniture products designed for the workplace, education, healthcare + hospitality markets, delivering exceptional value and quality to its network of dealers, designers and customers.

Operating for 50+ years and employing more than 4,000 people worldwide, Global has locations throughout Canada, the US, Mexico, China and the UK.

COMPENSATION & BENEFITS 

Actual base pay offered will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Global, an individual may not be hired at the high end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each potion and candidate. 

Global offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure and maintain a work/life balance. The following are benefits we offer employees (or may be eligible for): Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Accounts (HSA) | Company-Paid Life and AD+D Insurance | Company Sponsored Long-term Disability | Short-term Disability | Voluntary Life Insurance | Employee Assistance Program (EAP) | Critical Illness and Accidental Injury Insurance | FSA | 401(k) & Roth 401(k) 

WHERE WE ARE

Global has distribution centers and showrooms located all across the USA + Canada.

Global USA Showrooms:

Atlanta | Boston | Chicago | Irvine | Miami | NYC | Philadelphia | Phoenix | Washington DC

Global USA Showrooms + Distribution Centers:

Atlanta | Baltimore |Chicago | Cincinnati | Dallas | Denver | Houston | Kansas City | Los Angeles | Miami | Philadelphia | Seattle | Tampa

You can visit us at 

Work Authorization: Must be legally authorized to work in the U.S. on a full-time basis. Global does not sponsor work authorization or visas for this role.

Global is a smoke-free, drug-free workplace and equal opportunity employer.

Qualified applicants will receive consideration for this position without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  To request assistance in completing this application, please call View phone number on ziprecruiter.com and ask for Human Resources.

Veterans encouraged to apply.