Job Description

About Us:

Napa Home & Garden, a dynamic home décor wholesaler, with its headquarters in Duluth, GA is searching for a driven, energetic team player to join our growing team. We provide sophisticated products for the home, selling to style-conscious retailers via a best-in-class shopping experience. Napa is well-recognized within the home décor industry, and is one in a family of highly regarded brands.

Job Purpose:

The Napa Home & Garden Customer Service Department is known for their friendly demeanor and passion for home décor.

The Customer Service Representative is one of the most important roles in our company. He/she serves as the primary point of contact with our beloved customers, and will be responsible for building and maintaining strong customer relationships while delivering exceptional customer service and support,

Duties and responsibilities:

• Accurately enter customer orders into Napa's order processing system.
• Provide solution-oriented support addressing customer inquiries and concerns, processing orders, and communicating information with regard to Napa's products and services.
• Help to troubleshoot product and service-related issues, claims, and credit inquiries, escalating complex cases when necessary.
• Act as a brand ambassador, promoting Napa's products/services and ensuring a positive perception of the brand in all interactions.
• Review and verify orders to ensure they are processed properly, making sure to track and follow through to ensure satisfactory delivery to customers; take appropriate steps to ensure daily internal and external deadlines are met.
• Maintain a broad knowledge of Napa's products to recommend and resolve out-of-stocks or discontinued items as appropriate.
• Collect customer feedback, suggestions, and complaints, relaying insights to relevant teams to drive continuous improvement.
• Update customer profiles with relevant information and ensure data integrity.
• Monitor and track customer issues to identify patterns, trends, and opportunities for process improvement.
• Collaborate with cross-functional teams (such as warehouse, accounting, sales) to address customer needs, resolve issues, and provide feedback on customer insight.
• Maintain a broad knowledge of company products, services, and promotions.

Skills and Competencies:

• Excellent written and verbal communication skills to ensure warm and timely responses to customers
• Overall comfort and proficiency using software to more efficiently perform daily tasks, such as compiling and generating reports, timelines, tables, and graphs, including the MS Office Suite and Outlook
• Impeccable time-management skills and attention to detail
• Empathy and strong interpersonal skills to connect with customers, build strong relationships and deliver exceptional service
• Ability to remain calm and composed in high-pressure situations, demonstrating patience and professionalism.
• A pro-active, solution-oriented mindset
• General enjoyment of continuous learning that will enhance skill sets and growth opportunities.
• A flexible and adaptable approach to work, readily adjusting to changing customer needs, priorities, and business requirements.
• Capacity to work well independently and in a team environment, actively contributing ideas and insights while respecting diverse viewpoints.
• Knowledge of home décor, gifts, textiles, or retail industries a plus
• Familiarity with sales techniques, such as upselling and cross-selling, to increase revenue and enhance the customer experience a plus.

Qualifications

• A high school diploma and/or equivalent experience
• Minimum 1-2 years in an Administrative, Customer Service, or related field experience
• Proficiency in basic Excel functions such as copy/paste, filter, and sort, with additional experience considered a plus.
• Must be familiar with customer resolution techniques
• Must have strong detail orientation and data entry skills

Physical requirements

• Sitting, Standing Walking
• Lifting: Raising or lowering an object from one level to another (includes upward pulling)
• Prolonged use of computer involved; use of hands and finger coordination; Specific vision abilities required by this job include close vision, distance vision. Color vision, depth perception and ability to adjust focus.
• Speech clarity requires the ability to speak clearly so others can understand you.
• Carrying, Pushing, Pulling boxes and sample orders up to 50 lbs.
• Twice a year during Market periods, standing and walking for 8-12 hours a day

The successful candidate must be able to pass a pre-employment background check and drug screening.

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