Job Description

JOB REQUIREMENTS

SUMMARY: The International/Key Accounts Specialist has a challenging and ever-changing role to play when it comes to optimizing the customer experience at Classic Home. Our vision is to deliver consistent world-class customer experiences at every touch point, and your leadership is paramount to our success.

We are seeking to add an International/Key Accounts Specialist to support our dynamic International Team servicing certain world regions such as Canada, Central and South America to name a few.

This individual will be on the frontlines responding to a variety of inquiries from our International Clients. Some tasks would include, but not limited to: educating clients on our policies and processes, how to place an order, coordinating shipping logistics and clearing customs, answering billing questions or collecting payment, and resolving any order processing or systems issues.

 Building and maintaining a team culture that delivers exceptional human centered experiences throughout the ordering process, is the primary responsibility of this position. Accountable for leading the transformation of the Customer Service environment to assure standards of excellence are met or exceeded in providing top tier service to all customers both external and internal. Build positive working relationships with customers, sales reps, other employees, and departments throughout the organization. Drive improvements in every aspect of the team-people, process, product, and systems, to deliver quick resolution to issues and high-end results.

DUTIES AND RESPONSIBILITIES

·         Investigate and resolve customer issues and concerns.

·         Work with inter-related department supervisors on day to day activities.

·         Actively and collaboratively work to ensure that department goals are met.

·         Liaison between the Customer Service Department and all other departments within Classic Home providing outstanding communication levels.

·         Work closely with reps and customers to determine ways to improve the customer service experience at Classic Home.

·         Partner with the Customer Service Manager and/or Furniture Director in overseeing and the creation of a variety of sales and customer service-related reports.

·         Be the Account Manager for assigned Key Accounts when needed.

·         Monitor and follow up on all customer orders.

·         Ensure all customer relations activities support and strengthen the strategic objectives for the overall organization.

·         Pitch in when deemed necessary to provide adequate department coverage as outlined by Customer Service Manager.

·         Customer Service and Data Entry for specific key accounts.

·         Report order totals and release in a timely manner.

·         Maintain constant communication with Warehouse Department to track shipments.

·         Provide communication to customers regarding product issues related to order fulfillment.

·         Suggest alternative product(s) to customers on order(s) which cannot be fulfilled.

·         Monitor backorders and release when complete. This includes updating ship dates and maintaining updated open order reports from assigned sales reps.

·         Project a professional company image through phone and email inquiries on order status

·         Follow up on customer inquiries not immediately resolved

·         Work collaboratively with internal teams to improve processes and troubleshoot issues

·         Follow all Company policies, rules and regulations, including Safety

·         Perform other job-related duties as assigned by the Customer Service Manager

KNOWLEDGE AND SKILL REQUIREMENTS

·         Demonstrated ability to provide leadership, proactive problem resolution, drive for improvement, while balancing customer expectations and company interests in a fast-paced environment.

·         Relentless positive attitude, highly developed organizational skills and drive towards effectiveness.

·         Experience in a consumer products company or home furnishing company a plus.

·         Excellent customer service skills

·         Excellent Microsoft Office skills (Word, Excel) and Outlook

• Excellent data entry skills

·         Three years’ minimum experience in a fast- paced wholesale customer service or data entry role

·         Strong attention to detail, accuracy, and organizational skills

·         AA degree or higher

·         Strong communication skills

·         Excellent punctuality and attendance

·         Team player – works well with others

WORKING CONDITIONS

·         Normal for office environment

·         Ability to work sitting down for an extended period and walking up and down from first to second floor

·         Ability build excellent working relationships with all internal and external contacts

·         Ability to work extended hours during tradeshows and an occasional Saturday, if needed

Company Description

Classic Home, a division of Classic Concepts, was established over twenty-five years ago. From trunks to trade shows, Classic Home quickly began to attract the attention of several independent and major retailers throughout the United States. Through the distribution of a unique blend of one-of-a-kinds and handcrafted collections, the brand was established and now distributes to hundreds of independent stores and interior designers. Classic Home incorporates a harmonious combination of global inspiration, timeless character and evolutionary design. Untouched by seasonal trends, our comprehensive collection of furniture, rugs, bedding, pillows and lighting, offer endless looks for your store or design project. With an emphasis on eco-friendly manufacturing and sourcing, we go through extensive measures to assure our processes meet the requirements of sustainable production. We own all of our factories where majority of our goods are manufactured. Many furniture pieces are created from reclaimed woods that have been sourced from old ship yards and buildings. Our philosophy has been and always will be that no matter your personal taste and style, we will continue to work diligently to create breathtaking collections specifically for your customers and the very place they call home. We have everything your store needs and everything your customers want, from the floor up! Sustainable Efforts Classic Home is firmly committed to eco-friendly manufacturing and sourcing. We have gone through extensive measures to assure our processes meet the requirements of sustainable production. Here are some of the specific ways we practice eco-friendly manufacturing. Here at Classic Home, we: Use plantation-grown and reclaimed wood Repurpose old architectural elements into functional pieces of furniture Use eco-friendly water-based lacquers Recycle water and treat it for agricultural us Own all our factories so we know they follow our standards