Customer Care Resolutions Specialist

ABOUT US:

Design made simple for the modern home. Our passion lies in furniture and design, and it is the fuel that drives our business. We are a family-run company and aim to maintain this as we continue to rapidly grow. We’re entrepreneurial. We challenge the status quo, aren’t afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities. 

We’re a people-first company and what we do wouldn’t be possible without our customers. For this reason, we like to say that our collections are always customer curated. Join our flexible work culture and team of creative and passionate individuals. 

The mission of Customer Care department is to provide exceptional service and support to our customers by delivering a responsive, seamless experience from start to finish. 

Reporting directly to the Resolutions Team Lead, the Resolutions Associate will bring resolution to a team by facilitating effective communication, resolving conflicts, aligning goals, managing resources, and supporting overall team development. 

DUTIES & RESPONSIBILITIES:

• Acknowledge incoming customer claims

• Enter/Document claims in SAP

• Submit claims to the Resolutions Team Lead for review

• Communicate claim status to customers

• Arrange for damaged items to be returned to our warehouse

• Issue credit or facilitate replacement orders

• Communicate with the Customer Care department to ensure replacement orders are shipped out promptly

• Approve invoices for orders placed for payment

• De-escalate problems

• Anticipate claims issues and effectively communicates with the Customer Care Team, Sales Associate and Logistics Team on any potential issues and recommendations to resolve disputes.

SKILLS & QUALIFICATIONS:

• Strong time management and organizational skills with high attention to detail.

• Strong communication skills – verbal and written

• Highly organized

• Enjoys the challenge of multi-tasking in a high-pressure environment.

• Team player

• SAP experience a plus but not required.

• Post-Secondary degree preferred

• Strong working knowledge of Microsoft Office products including: Outlook, Word, Excel, PowerPoint, etc