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Consultant - Customer Experience Team

2 months ago

Oconomowoc, United States By The Yard Inc Full time

By The Yard is seeking to hire a friendly & outgoing full-time Consultant to join our Customer Experience team at our Oconomowoc location


Under the direction of the Showroom Manager, Consultants provide the best possible customer satisfaction to By the Yard's customers by addressing and resolving customer inquiries and problems by phone, email, and in person. Other primary duties include preparing and processing sales quotes and orders and ensuring the customer-facing areas are always in the best possible condition, in accordance with company policies and procedures.


This position is non-commission.


ESSENTIAL DUTIES and RESPONSIBILITIES:

· Greet and help customers in the showroom or store. Assist with whatever is needed to facilitate the selection and purchase of the order.

· Answer incoming customer telephone calls. Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction by providing expertise in our furniture and related services.

· Provide accurate and timely information regarding the status of open orders to customers as requested and record all communications.

· Receive customer inquiries, problems, and complaints regarding products, services, billing, applications. Forward customers to the correct departments as needed.

· Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc.

· Complete and maintain all required paperwork, records, documents, processes, etc. in a timely manner.

· Maintain departmental housekeeping standards. Make sure that the store/showroom, and surrounding areas are in inspection-ready condition at all times.

· Provide inside support to the outside sales representatives as needed.

· May process distributor or web orders.

· May assist with coordinating trade shows.

· May be responsible for all daily mailings which includes: maintaining a current knowledge of pricing and correct packaging for anything that needs to be delivered through USPS; ensuring that all mail is ready to be delivered to the post office by the established deadline each day.

· May work with the marketing department to ensure that all current marketing flyers are going to the correct customers within the correct dates and geographic locations.

· This position will be required to make deliveries and assist drivers with completing enhanced deliveries. An enhanced delivery involves specific furniture placement at the customer's home which typically requires two team members to accomplish.

· Perform other duties and responsibilities as requested or required.


An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.



This position is 36-40 hours per week. The hours will be scheduled during hours of Monday Friday (8:00 AM 7:00 PM) & every Saturday (9:00 AM 4:00 PM). Closed on Sundays


MINIMUM QUALIFICATIONS:· High school diploma or equivalent, or related education.· One to three years of previous customer service and/or sales experience, or a combination of education and experience.· Exceptional telephone and personal customer service skills and ability to work under pressure.· Strong organizational skills and the ability to handle multiple projects tasks simultaneously.· Excellent attention to detail.· Excellent verbal, written and interpersonal communication skills.· Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.· Shows initiative, regularly engages in proactive behavior and looks for opportunities.· Ability to work a typical retail-based schedule including days, evenings, weekend and/or holiday hours.


PREFERRED QUALIFICATIONS:· Basic Microsoft Outlook, Excel, and Word skills.· Experience in one or more of the following industries preferred: decorative furnishings, lifestyle, high-end fashion.


PHYSICAL AND MENTAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit; talk or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.


The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.



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