Customer Care Advocate, Key Accounts

1 month ago

Austin, United States Four Hands Full time
Customer Care Advocate, Key Accounts

Department: Sales Operations

Employment Type: Full Time

Location: Austin, Texas

Description

Four Hands is the leading global designer and wholesaler of lifestyle home furnishings. We provide an elevated feel to the distinct pieces we design by blending styles, materials, and textures from all around the world.

We design, manufacture, and distribute our products, supporting the growing needs of large retail chains, e-commerce businesses, independent regional stores, and interior designers. Four Hands has received numerous accolades, including ranking in the Inc. 5000 list 14 times and being named one of Austin's Top Workplaces for 4 years-achievements made possible by our dedicated employees.

We're on the lookout for a dynamic Customer Care Advocate, Key Accounts to join our Sales Operations team and play a vital role in cultivating and expanding our top-tier client relationships. You'll work closely with Account Executives and collaborate with various internal teams to deliver exceptional service and drive our success forward.

In This Role
  • Respond promptly to customer inquiries and claims, ensuring timely resolution with a focus on exceptional service and positive customer experience
  • Collaborate with Sales Operations and Account Executives to assess and resolve customer issues, including processing returns, issuing credits, and offering alternative solutions
  • Analyze quality and service data to identify operational improvements, implementing efficiencies to streamline the claims handling process
  • Elevate the customer experience by delivering outstanding service and maintaining clear, professional communication to ensure satisfaction and foster customer loyalty
  • Develop a comprehensive understanding of the customer base, product pricing, order processing, and shipping requirements to streamline the claims process and effectively manage expectations
  • Build and maintain strong cross-departmental relationships, ensuring smooth collaboration and support for both internal and external customers
  • Suggest technical solutions and resources, encouraging customers to utilize online self-service tools to enhance claims support accessibility
  • Identify opportunities to improve the claims process and enhance customer experience, adapting to feedback and refining procedures to better serve customers
  • Uphold the Core Values and be a valuable member of the Four Hands team
  • Other tasks as defined by Management
The Ideal Person
  • Bachelor's Degree required
  • 3+ years of experience in a customer facing or customer support role
  • Salesforce experience strongly preferred
  • Advanced proficiency in Microsoft Excel (VLOOKUP and pivot table experience)
  • Excellent organizational skills and the ability to multitask effectively in a fast-paced environment
  • A friendly and collaborative demeanor, with the ability to work well in a team environment
  • Strong decision-making skills with the ability to complete complex tasks in a timely manner while working independently
  • Thrive in an international environment with diverse teams and customers
  • Demonstrate intellectual curiosity
  • Active listener with the ability to communicate clearly and concisely with various audiences

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