Customer Care Specialist

Job Overview

POSITION OVERVIEW:
The E Commerce Customer Care Specialist works directly with online and big box customers Furniture to develop creative solutions and support sales growth strategies. This role is critical to delivering a customer experience that provides Flexsteel a competitive advantage in the industry.

DUTIES & RESPONSIBILITIES:

• Provide best-in-class customer service to our retail and E commerce partners.
• Support a national network of e commerce partners including Amazon, Wayfair and Home Depot.
• Partner with Sales leadership to expand, engage, and support big box e commerce accounts
• Act as Voice of the Customer, communicating Customer needs & expectations within Flexsteel.
• Work independently within established procedures requiring minimal escalation.
• Respond timely with customized responses to customer inquiries via email, phone, & chat.
• Coordinate & communicate effective resolution for unique, complex scenarios.
• Diagnose & resolve product concerns both inside & outside of the warranty period.
• Support order management requirements received via email, EDI, and customer portals.
• Capture appropriate information in a customer relationship management (CRM) application.
• Prepare, review & distribute reporting as required to ensure customer deliverables are met.
• Support the training of new Flexsteel team members.
• Perform other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Bachelor’s degree preferred, Associate’s degree or equivalent relevant experience required.
• Intense Customer focus.
• Proficient use of Microsoft Outlook, Word, & Excel
• Excellent communication skills, both written and verbal.
• Ability to work cross functionally to develop effective, creative solutions.
• Capability to effectively manage multiple tasks to timely resolution.