Customer Care Expert

GENERAL

JOB DESCRIPTION:

A key part of Enwork’s secret sauce is the relationships and connections we have developed with our sales reps, dealers, installers, and other decision makers. The contract furniture industry is fast paced, complex, and built on relationships that last for decades. As a Customer Care Expert, you’ll respond to questions and concerns, solve a variety of issues, and support customer relationships.

Standout Customer Care Experts communicate quickly and professionally to obtain and share information via phone and video calls, as well as via email and other means.

• Partner with internal departments to manage orders within assigned territories.
• Issue resolution which includes root cause analysis, documentation, and creating replacement orders as needed.
• Daily communication with customers, dealers and sales reps via email, phone, and video.
• Enter replacement orders and work with internal systems.
• Knowledge of manufacturing processes, including supply chain and scheduling.
• Apply product knowledge for efficient troubleshooting, issue resolution and other processes.
• Apply excellent organization and communication skills to ensure commitments are met and issues are resolved.
• Other related tasks which benefit the customer experience and/or order throughput.

• Strong attention to detail.
• Ability to manage time and prioritize tasks.
• Excellent multi-tasking ability.
• Motivated self-starter.
• Team player and collaborator.
• Naturally curious lifelong learner.
• Positive attitude/demeanor/high emotional intelligence.
• Strong project management skills. Able to stay organized.
• Active listening/patience/empathy.
• Professional communication, verbal and written.

• High School Diploma at minimum.
• 2 year or 4 year degree preferred.
• Office furniture knowledge a plus.
• Typing threshold of 60 WPM.
• Microsoft Office Suite.
• ERP experience.