What are the responsibilities and job description for the Customer Service Representative position at Hooker Furniture?
Customer Service Representative
Hooker Furnishings Corporation (NASDAQ: HOFT), is currently recruiting for our Customer Service team to work in either our High Point, NC office or Martinsville, VA office. Hooker Furnishings Corporation, in its 101st year of business, is a designer, marketer and importer of case goods, leather furniture, customized domestic fabric-upholstered furniture and outdoor furniture for the residential, hospitality and contract markets.
The Position:
We are looking for a detailed orientated candidate with excellent organization and customer service skills to join our team. This customer-focused administrative professional will ideally have previous experience with delivering a high level of service in a fast-paced environment. This role is essential in managing customer orders accurately and efficiently, ensuring smooth communication between sales, production, and logistics.
Key Responsibilities:
- Answer representative, designer, dealer emails, phone calls and order status requests.
- Follow-up with customers and sales reps on orders and communicate activity with the team (management, supply chain, operations, marketing, etc.) as needed.
- Administer any order modifications required and special needs to completion.
- Proactively communicate with dealers and reps to follow up on recent outstanding issues to ensure satisfactory resolution. Consult with appropriate internal resources to ensure timely resolution (general manager, sales manager, administrator, supply chain manager, or operations manager).
- Proactively keep customers up to date on fabric, parts, and production delays. Follow up on COM tracking from customers for expedited delivery to keep order on time as per current lead times.
- Supply requests for graded in fabric using the master list (Share Point). If not graded in, forward to administrator for grading.
- Ensure timely follow up with customers and sales reps (24 hour to 36-hour response time is required), even if additional information is needed. Provide daily follow-up until the issue is fully resolved.
- Receive and review incoming customer orders through online platforms, email or other tools.
- Enter order details, customer information and shipping information in D365
- Verify order accuracy, including product quantities, pricing, discounts, delivery information and shipping charges.
- Maintain organized records of orders, adjustments and correspondence
- Upload documentation to customer profile
- Assist with reporting and data management related to order processing
- Follow company policies and procedures to ensure accuracy and efficiency.
Candidates that will be a great fit will have:
- Meticulous attention to detail
- Effective communication skills to interact with Sales and Customer Service
- Strong organizational skills to manage multiple orders and prioritize tasks effectively.
- Efficient time management to meet deadlines and manage high order volume.
- Have a positive attitude and willingness to learn
- Proficient with Microsoft Office Suite (Excel, Outlook, and Word). Experience with D365 or other operating system is a plus.
Why should you apply?
- A culture that encourages forward-thinking, team-building, and creative problem solving
- Comprehensive medical, dental, vision plans including a generous employer health saving account (HSA) contribution each plan year
- Matching 401k employer contributions
- Competitive paid time off plans
Shift: Monday to Friday 8 am - 5 pm, in the office.
Pay range: Depending on experience.
