Customer Care Specialist

Why join us? At Design Within Reach, home comes first. We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime – from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings.Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Design Within Reach means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone. Retail Customer Care SpecialistThe Retail Customer Care Specialist exemplifies superior customer service to support the Retail Sales organization Team through a variety of operational tasks. This position is based out of the Toronto Studio.Hours: Tuesday - Saturday (9:00am - 6:00pm)RESPONSIBILITIES:Manage multi-faceted customer care inquiries in a professional, timely and courteous manner with accuracy of information, appropriate grammar, spelling and empathy.Ability to assess customer support needs through written correspondence or by phone, solve the issue at hand and communicate resolution in a complete and thorough manner.Flexibility to regularly rotate through different operational specialties and skill sets.Become subject matter expert in product knowledge and DWR policies and procedures ensuring the ability to react to and solve customer service requests as efficiently as possible.Partner daily with local Studio team to ensure a coordinated, seamless customer journey.Develop strong professional cross-departmental partnerships and acquire thorough working knowledge of each department’s daily functions.Provide the following daily Customer Care support functions to the sales team including but not limited to:Manage and respond to inquiries for Tax Exemption, Trade discount qualification, ensuring required documentation is submitted.Review and solve sales order payment issuesManage and process return and exchange requests through Operations, ensuring adequate documentation is present, and customer need is resolved in a timely manner.Provide estimated ship dates for incoming purchase orders and vendor dropship orders.Manage customer delivery inquiries as they ariseMaintain product knowledge to respond to product inquiries and requests for information and/or parts.Use operational systems available to provide answers to the sales teamREQUIREMENTS:Outstanding communication skills, both verbal and written; conveys information in a clear and concise manner; asks appropriate incisive questionsDetail oriented and works with a high degree of accuracyHandles confidential financial and personal information appropriatelyAbility to tactfully handle stressful and difficult situationsPossess strong problem-solving skills, multi-tasking skills, strong follow throughAbility to quickly build and maintain rapport internally and externallyAble to work evenings and weekends as needed3-5 years experience in customer service role; Operations and management experience a plus.Innovative; constantly seeking ways to improve processesExperience with using Salesforce.com preferredAbility to navigate multiple competing prioritiesAbility to learn quickly when facing new challenges; highly adaptableTeam player. Cooperative, easily gains trust and support of peers; encourages collaborationSelf-starter and ability to work independently possessing strength in troubleshooting and thinking outside the boxCollege degree preferredWho We Hire?Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. Design Within Reach is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.Compensation range for this role is $55,000.00 - $70,000.00. Relevant salary considerations will include candidate qualifications and experience, other business/organizational needs and market factors . You may also be eligible to receive a geographic premium, annual discretionary incentive and equity awards which are subject to the rules governing these programs. The company offers a full spectrum of benefits including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Vacation and Parental Leave), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our associates.This posting is for a newly established position that is currently open.MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities.