Customer Support/Service, Retail Sales, Customer Experience, Problem Solving Skills, Process Improvement, Resolve Customer Issues, Time Management,
REQUIRED EDUCATION AND EXPERIENCE
- High School Diploma required; college education preferred
- Bilingual Spanish
- Wholesale (physical retail stores) and trade show experience
- 1+ years in an office customer service environment; 3+ experience preferred
PREFERRED EDUCATION AND EXPERIENCE
- Associate’s degree.
- 3+ years in an office customer service environment
- Bilingual in Chinese, Tagalog, or Vietnamese
Key Responsibilities
- Research and resolve customer inquiries with professionalism and a solutions-focused approach.
- Provide accurate information and support regarding products, services, orders, returns, and claims, ensuring most customer requests are resolved within two business days.
- Partner with internal teams, including Sales, Accounting, and Shipping, to process orders, address customer concerns, verify payment information, and ensure timely order fulfillment.
- Deliver exceptional customer service through active listening, personalized communication, and proactive problem solving.
- Build and maintain strong relationships with customers and cross-functional teams to promote customer satisfaction, loyalty, and long-term account success.
- Monitor assigned accounts and communicate updates regarding order status, shipping timelines, and backordered items.
- Provide occasional front desk support by greeting visitors, directing phone calls, and assisting with general administrative tasks as needed.
- Assist with trade shows, showroom setup, and customer-facing events, representing the company in a professional and engaging manner.
- Collaborate with team members to identify solutions, improve processes, and contribute to the organization's continued growth and customer success.
Travel is primarily locally during the business day. Domestic travel is expected to our showrooms for trade shows and set-ups, 4 to 6 times a year, for multiples days at a time. Destinations include Dallas, TX, Atlanta, GA, High Point, NC, and/or Las Vegas, NV.
POSITION IS ONSITE M-F AND CONTRACT TO HIRE
The Customer Care Associate is passionate about delivering an exceptional customer experience. This role is responsible for processing a high volume of customer orders received through multiple channels, including phone, email, and other communication methods. The position also handles returns, researches and resolves customer inquiries, and assists with custom or special order requests.
The ideal candidate enjoys collaborating with a team to exceed customer expectations and takes pride in providing timely, accurate, and friendly service. This is a great opportunity for someone who thrives in a fast paced, growing environment, is comfortable with limited structure, and takes initiative to solve problems and improve processes.