Customer Care Furniture Specialist

3 months ago

Richmond Hill, Canada Staples Canada Full time

: 1259941

**Who we are**
We, at Staples Professional, provide our business customers with a deep professional expertise when it comes to Business Essentials, Furniture, Facilities, Technology, Print/Promo, and Pack and Ship, as well as next-day delivery service and customized solutions for ordering, billing and reporting. We are part of the Staples umbrella in Canada, and as such we are a true multi-channel solution provider - online, at our customers place of business and in-store, for all our customers needs. We are looking for people who are curious, passionate and put the customer first.

**We are building an inclusive and diverse team**
Staples Professional is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Some of what you will do**:
Effectively manages customer inquiries and orders for contract furniture, receives and enters orders, identifies and resolves problems in order to meet the needs of our customers in a courteous and professional manner. Proactively provides a consistent, and reliable customer service experience and promotes the retention of the customer base. If an inquiry cannot be resolved at point of contact, tracks the inquiry to completion through the appropriate departments and systems. Work is performed under the direction of department supervisor/manager.

**Specifically, You Will**:

- Effectively manage customer interactions by addressing customer needs through evaluating inquiries, providing appropriate assistance, accurately processing orders, and following through to ensure customer needs are met in a complete, timely and effective manner.
- Manage purchase orders, vendor acknowledgments and merchandise returns for customers.
- Perform special order handling for non-stock items by recording, researching, tracking, and pricing special orders.
- Verify product costs, order margins and chargeable service fees are accurate and escalate for managers approval if outside of guidelines.
- Identify and close opportunities through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines.
- Supports strategic sales initiatives and campaigns by organizing reports and marketing collateral
- Expedite furniture orders, process credits, replacement parts and returns.
- Ability to review AutoCAD drawings with designers and sales to ensure kit of parts is accurate prior to order entry.
- Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame.
- Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs.
- Assists in training of sales and customer service staff along with customers on products, processes and procedures.
- Participates in ongoing process training, vendor training and furniture business updates.
- Participates in the completion of RFP’s, tenders and customer presentations
- Reviews and analyzes weekly monthly CFS sales and back log reports and actions accordingly.
- Assists sales management by compiling, consolidating, analyzing and preparing data for sales reports and presentations. Creates forms, spreadsheets and tracks promotions.
- Management and coordination of vendor catalogues and prices lists for the design library, and furniture demo program and showroom.
- Manage points assignment and sales orders for vendor spiffs.
- Internal -Daily interaction with Sales, Furniture Sales Managers and Directors, Designers, Project Coordinators, Purchasing, credit and Furniture Operations.
- External - Frequent interaction with customers, vendors, and third party furniture installers.

**Some of what you need**:

- A university degree and / college diploma with emphasis on communication, marketing and/or project management.
- minimum 2 years previous customer service experience and office furniture industry knowledge
- Experience using 20-20 worksheet software and AutoCAD is an asset.
- Knowledge of commonly used concepts, practices and procedures in the furniture industry
- Working knowledge of CFS or similar Order Management System.
- Experienced and proficient in MS Word, MS Excel, with working knowledge and skill in MS PowerPoint.
- Excellent customer service and interpersonal skills.
- Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment.
- Excellent organization skills with the ability to prioritize and manage multi-tasks.
- Excellent written and oral communication.
- Consultative selling skills are an as

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