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Customer Service Representative
OH, Ohio, United States
Date Posted: 02/13/2009
Job Type: Full-Time
Job Title: Customer Service Representative
Company Info: The people who make up Transformations Furniture are a unique lot. The love of Furniture Design and Manufacturing has run in their blood for decades. They are bored with the ordinary, and their unique line of renewable seating is far from that. This is furniture that can be "renewed." Transformations' users can maintain or replace the furniture fabric on location, in minutes and without special tools or training, thanks to Transformations' patented assembly system.
When you build products that are beautiful, perform a unique, useful function and make sense at the bottom line, people tend to notice. Transformations has been blessed with incredible growth and momentum. As a result, we need a few more Customer Service Team Members. We are searching for people who are not just looking for a great job but who are interested in using their skills to help grow this exciting company. The team members we are looking for will understand that creating an extraordinary company requires extraordinary people.
Transformations Furniture is distributed to education, healthcare and GSA markets worldwide.
Summary: Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty. First point of customer contact for general inquiries like pricing, products, scheduling etc. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
Talks with customers by phone and/or email to complete quotes for standard and custom furniture orders. Coordinates information regarding fabric, stain, dimensions, quantity, pricing, terms, delivery, etc. Upon receipt of order, turns quote into PO. Acts as mediator between customer and factory to ensure that customer is satisfied and that factory has all the information they need to produce orders correctly. Understands contracts and reporting needs. Coordinate and communicate various sources of information to customer, peers, and managers.
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
Interpersonal - Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management - Coordinates projects; Communicates changes and progress.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit; Puts success of team above own interests.
Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
Design - Demonstrates attention to detail.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to 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. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Bachelor's degree (B. A.) from four-year college or university; OR one to two years related experience and/or training; or equivalent combination of education and experience.
To perform this job successfully, an individual should have knowledge of MS Word word processing software; MS Excel spreadsheet software; Internet Explorer internet software and MS Access database software.
This job has no supervisory responsibilities.