SCOPE OF RESPONSIBILITIES: (narrative) Focus on achievement of company objectives by supporting the specialized service, warranty, and repair work on customer product. Create great lifetime furniture experiences for our customers by using words and taking actions that are representative of our values (people, connectedness, improvement and imagination).

ESSENTIAL FUNCTIONS: *1. Be the point of contact for Goodmans internal and external customers, industry partners, prospects and vendors for all service related issues. *2. Process all warranty claims for parts and labor in a timely manner. *3. Support Service Department goal of completing 65% or more of service requests in one trip to job site. *4. Assist service technicians with technical questions and resolving difficult issues. *5. Close completed work orders and invoice out orders accurately after the service issues are completely resolved. *6. Assist Service Coordinator in determining status of parts requests or shipments. *7. Scheduled service technicians to address open work orders using available tools to create efficient routes while taking into account the need to service customers as quickly as possible. *8. Use working knowledge of Goodmans Aligned Supplier Partner Dealer Programs as well as additional primary supplier partners, including products, pricing, terms and conditions to prepare proposals consistent with best practices *9. Document customer communications in customer order and electronic folder path as appropriate *10. Effectively communicate with internal stakeholders all material service and warranty information in a timely manner; with the internal and external customer concerning all service and repair activity; with stakeholders on decisions that affect cost and customer expectations *11. Track repetitive service occurrences and report to vendors and stakeholders.

GENERAL FUNCTIONS:

1. Support and demonstrate company mission, vision, and values.
2. Create professional and personal relationships with internal and external customers.
3. Honor all commitments.
4. Respond to stakeholder and management requests within 24 hours.
5. Maintain a high proficiency of product, process, design and industry concepts.
6. Connect with community through professional affiliation, community, charitable and/or civic organizations.
7. Strategize with department, vendors and sales team in the sales process.
8. Organize and prioritize your work (mail, calendar, contacts & tasks) utilizing company information technology & software.
9. Seek opportunities for personal progress.

*Denotes Essential Functions

Required Skills

QUALIFICATIONS AND COMPETENCIES: • Strong product and technical knowledge of major contract furniture manufacturers. • Understanding of Goodmans’ internal process and external manufacturer process. • Proficient with Microsoft Office Suite and strong data entry skills • Proficient with tablet PC and industry software (EWOK) • Proficient with internet research

Organizational Competencies (All positions): Accountability Communications Effectiveness Consistency Customer Focus Goal Driven Initiative Positive Attitude Problem Solving Process Flow Knowledge Product Knowledge Professionalism Team Work Training and Personal Development Position Competencies: Building Relationships Customer Service Process Knowledge Project Knowledge Quality Focus Time Management

PHYSICAL REQUIREMENTS: Able to lift up to 40lbs frequently. See attached analysis of physical demands of position.

COMPANY PROPERTY AND OTHER REQUIREMENTS: DOT Clearance Required  No Background Check Required Yes  Travel Required (Out of State) Occasional

Required Experience

• Three (3) years Service Coordination experience in a similar or related field with High School Diploma or equivalent, or a four year college degree in Supply Chain Management or related field required.

QUALIFICATIONS AND COMPETENCIES: • Strong product and technical knowledge of major contract furniture manufacturers. • Understanding of Goodmans’ internal process and external manufacturer process. • Proficient with Microsoft Office Suite and strong data entry skills • Proficient with tablet PC and industry software (EWOK) • Proficient with internet research

Organizational Competencies (All positions): Accountability Communications Effectiveness Consistency Customer Focus Goal Driven Initiative Positive Attitude Problem Solving Process Flow Knowledge Product Knowledge Professionalism Team Work Training and Personal Development Position Competencies: Building Relationships Customer Service Process Knowledge Project Knowledge Quality Focus Time Management

PHYSICAL REQUIREMENTS: Able to lift up to 40lbs frequently. See attached analysis of physical demands of position.

COMPANY PROPERTY AND OTHER REQUIREMENTS: DOT Clearance Required  No Background Check Required Yes  Travel Required (Out of State) Occasional