Customer Care Specialist, Key Accounts

2 weeks ago

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

Four Hands is a leading global designer and wholesaler of lifestyle home furnishings. We provide an elevated feel to our products by blending styles, materials, and textures from around the world.

We're seeking 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.

Key Responsibilities:
  • 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
Requirements:
  • 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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