Customer Care Representative LIII

Customer Support Representative

Global Furniture Group is a leading North American manufacturer of furniture solutions, offering a broad range of high-quality, value-driven products for the workplace, education, healthcare, and hospitality markets. With over 50 years in operation and more than 4,000 employees worldwide, Global has a strong presence across Canada, the US, Mexico, China, and the UK.

Global currently has an immediate career opportunity at our Chicago IL distribution center. The successful candidate will provide advanced customer support by independently managing high volumes of work and more complex order activity. This role serves as a key resource within the team, demonstrating strong product knowledge, problem-solving ability, and supporting the development of less experienced team members.

Essential Duties and Responsibilities

Customer Support & Communication

• Respond to customer, dealer, and internal inquiries via phone and email within established response time standards
• Handle high volumes of interactions independently with minimal support
• Maintain a professional, solution-oriented approach in all communications
• Build strong working relationships with customers, Territory Managers, and internal teams

Order Management & Advanced Execution

• Process order changes, cancellations, and addendums
• Handle demo requests, Parts Express, warranty, and replacement orders
• Manage credits, return authorizations, and chargebacks
• Monitor order status, inventory availability, shipment tracking, and delivery updates
• Perform quality checks to ensure order accuracy and compliance

Issue Resolution & Problem Solving

• Resolve complex customer inquiries and order issues independently
• Apply advanced product knowledge and problem-solving skills
• Escalate issues when necessary and ensure proper follow-up
• Maintain ownership of open issues to ensure timely closure

Systems, Reporting & Tools

• Demonstrate advanced proficiency in AS400, CRM systems, and electronic catalog tools
• Review and analyze daily reports for accuracy and compliance
• Apply knowledge of dealer pricing structures and contracts

Team Support & Development

• Mentor and support Tier 1 and Tier 2 team members
• Provide guidance on systems, processes, and issue resolution
• Assist with training and onboarding support
• Contribute to team consistency in service levels and execution

Operational Support

• Support Customer Care operations for dealers and Territory Managers
• Assist with warranty inquiries and labor reimbursement processing
• Participate in team meetings and training sessions
• Support small projects or initiatives as assigned
• Undertakes additional responsibilities as needed to support team and organizational priorities.

Education/Experience

• High school diploma or GED.
• 2-3 years related experience and/or training; or equivalent combination of education and experience or military equivalent; or minimum of 1 year as Global Customer Care Representative 2 with documented advanced level of proficiency.
• Advanced knowledge of company products and services.
• Strong track record of accuracy, attention to detail, high performance and managing escalated and, or complex customer inquiries.
• Demonstrated understanding of customer service principles and practices.
• Consistently meets or exceeds performance metrics.
• Excellent communication skills, both verbal and written.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Read, analyze, and interpret general business technical procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Calculate figures and amounts such as discounts, percentages, and dimensions.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Knowledge of Microsoft Office programs (Excel, Word, etc.).

Working Conditions/Physical Requirements

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. The noise level in the work environment is typically moderate.

While performing the duties of this position, the employee is regularly required to sit and use hands to fingers, handle, or feel. The employee frequently communicates verbally and must be able to hear. Occasional walking is required, as well as reaching with hands and arms, and the ability to stoop, kneel, crouch, or crawl.

Specific vision abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Who We Are

Global Furniture Group is a leading North American Manufacturer of furniture solutions. Global offers a broad range of furniture products designed for the workplace, education, healthcare + hospitality markets, delivering exceptional value and quality to its network of dealers, designers and customers.

Operating for…