Customer Service Resolution Specialist
3 weeks ago
Career Opportunity at Crystal Cabinet Works, Inc.
About the RoleThe Customer Service Technician - CSRT is a key member of our team, responsible for resolving dealer inquiries and issues related to product orders and design. This role requires strong communication and problem-solving skills, as well as the ability to work collaboratively with various departments to ensure customer satisfaction.
Key Responsibilities- Participate in weekly phone rotations to assist dealers with product and design-related questions, as well as job order inquiries.
- Receive and document dealer requests for resolutions to problems and/or replacement orders, collecting all pertinent information and asking additional questions to identify root causes.
- Collaborate with manufacturing and quality areas to analyze relevant information and determine solutions to problems.
- Work closely with the Customer Service Manager to resolve complex issues, including labor charges, credit approval, and no-charge replacement requests.
- Act as a liaison between the company and dealers to assist with complaints, errors, and conflict resolution, adhering to company policies and procedures.
- Receive and edit dealer orders, ensuring accuracy and adherence to Crystal's standard specifications.
- Identify and initiate special requests for custom items as needed.
- Interact with dealers to obtain or verify missing information on orders, providing training on Crystal's nomenclature and specifications.
- Respond to inquiries from manufacturing regarding orders or special requests, interpreting dealer designs and communicating desired outcomes.
- Complete dealer change order requests on jobs in process.
- Print and proof acknowledgements, forwarding to dealers for review and approval as needed.
- Serve as a resource for dealers to answer questions on entering OCS orders in our Workbench quoting/order program.
- Use Windows software to communicate with internal/external customers and obtain information about vendor products.
- Review and analyze credit, approving or denying up to $1000 for justified defects/errors.
- Identify issues and provide input for Workbench, Avante, and PDF catalog as needed.
- Comprehensive Medical Insurance Plan Options and Dental Plan Options
- Crystal Family Care Clinic for Employees & Their Dependents
- Health Savings (HSA) with Company Contribution and Flexible Health Care (FSA)
- Paid Time Off, Holiday Pay, and Birthday Pay
- 401(k) Retirement Savings with Company Match
- Profit Sharing (discretionary)
- Quarterly Bonus (discretionary)
- Company Provided Life Insurance and Voluntary Employee, Spouse, and Child Life Insurance
- Employee Assistance Program
- Employee Cabinet Discounts
- Rewards and Recognition Programs
- Scholarship Program for Dependents of Crystal Cabinet Employees
- Discount Programs Through AT&T Wireless
Crystal Cabinet Works, Inc. is an Equal Opportunity Employer, extending equal employment and advancement opportunity to all applicants and employees without regard to race, religion, color, national origin, citizenship, sex, veteran's status, marital status, sexual orientation, age, disability, or any other category protected by applicable federal, state, and local laws.
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Customer Service Resolution Specialist
3 weeks ago
Princeton, Minnesota, United States Crystal Cabinet Works, Inc. Full timeCustomer Service Technician - Dealer ResolutionCareer Opportunity at Crystal Cabinet Works, Inc.About the RoleThe Customer Service Technician - CSRT is a key member of our team, responsible for resolving dealer inquiries and issues related to product and design. This role requires strong communication and problem-solving skills, as well as the ability to...
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