Customer Care Specialist

POSITION OVERVIEW:

The Customer Care Specialist works directly with Home Furnishings Dealers, Online Retailers, Commercial Dealers and Consumers along with other Flexsteel team members to develop creative solutions for a variety of Customer service needs. This role is critical to delivering the type of Customer experience that provides Flexsteel a competitive advantage in the industry.

DUTIES AND RESPONSIBILITIES:

  • Act as Voice of the Customer, communicating Customer needs & expectations within Flexsteel.
  • Serve as primary customer service contact for a specific Region, Sales Rep, and / or Customer.
  • Respond to customer email and phone inquiries in a professional & timely manner.
  • Support order management requirements received via email and / or online customer portals.
  • Resolve post-delivery concerns by entering and managing replacement parts or product orders.
  • Prepare, review & distribute reporting as required to ensure customer deliverables are met.
  • Escalate appropriately within Flexsteel leadership to bring sensitive scenarios to resolution.
  • Support the training of new Flexsteel team members.
  • Perform other duties as assigned.

EDUCATION & EXPERIENCE DESIRED:

  • Bachelor’s degree preferred, Associate’s degree or equivalent 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.