Customer Service Representative

Company Overview:

Diamond Mattress Texas is a fourth generation, family-owned and operated company committed to handcrafting mattresses in the USA since 1946. We care about our customers and our products, focusing on quality, value, and promoting the importance of a good night’s sleep for your health.

Position Overview:

Diamond Mattress Texas is looking for a motivated Customer Service Representative to provide exceptional support to customers, retailers, and internal teams. This role will be responsible for handling inquiries, resolving issues, processing orders, and ensuring a positive customer experience throughout the sales and delivery process. The ideal candidate is organized, detail-oriented, and committed to delivering professional and timely service in a fast-paced manufacturing environment.

Job Summary / Basic Function/Responsibilities:

• Must provide excellent customer service to create memorable experiences

• Handle Warranty complaints and processing. This includes working directly with end consumers and helping them to solve their potential problem

• Ability to work in a fast paced, goal-oriented environment while ensuring compliance with department policies and procedures

• Keen attention to detail including outstanding grammatical skills, writing skills and record keeping

• Customer focus and ability to interact with clients and end consumers

• Ability to multi-task, this includes ability to understand multiple products and product lines and multiple levels of features and benefits

• Adapt quickly to changing priorities and customer needs

• Basic business math proficiency. (Candidate will be tested.)

• Superior interpersonal skills and capability to work successfully in a collaborative environment

• Team player that is warm and friendly

• Work directly with customers to solve all of their needs in a timely and efficient manner.

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.

• Process sales orders and follows up with necessary acknowledgements

• Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs and maximizing the sale

• Recommends potential products or services to customers by recognizing their potential needs and having knowledge of what our company has to offer.

• Answers phones efficiently and follow up in a timely manner.

• Prepare various reports for management and the office team.

• Help with other departments as needed.

Requirements/Qualifications:

• Computer Skills: Excel, Word, Outlook, Various Order Processing Platforms

• Multi-Tasking with Excellent Follow Through

• Independent Self-Learner

• Critical Thinker and Creative Problem Solving Skills

• Organized with Strong Follow Up Abilities

• Listens Well & Effectively Resolves Conflict

• Enjoys interacting with people in all different areas, including customers and other team members

• Communicates clearly and effectively

• Positive Attitude

• Exceptionally self-motivated and directed

• High School Diploma or GED

Preferred Experience:

• Bi-lingual English / Spanish

• Experience working for a manufacturing environment

• Preference will be given to candidates with order to cash cycle experience and a vast array of customer facing interactions.

Career Path:

• From Level: Front Desk/Reception

• Next Level: Customer Care Team Lead

• Reports to: Customer Care Lead/Manager

Benefits:

• Competitive Hourly Wage
• Bonus Opportunity
• Health insurance
• Paid time off and holidays (9 holidays)
• 401(k)
• Employee discounts on Diamond Mattress products

NOTE: All candidates will be required to take a Drug Test.