Customer Service Specialist

JOB DESCRIPTION
We are looking for a Customer Service Representative to join our team. As a small (but growing!) business, providing customers with an exceptional and memorable experience is one of the key ways that we distinguish ourselves. As our Customer Service Representative, you will be responsible for providing these exceptional experiences. On a day-to-day basis, you will respond to our customers' inquiries and issues in a positive, productive and timely manner. You will primarily do so over the phone, email and chat. You will also support our sales team by calling customers and potential customers to do things like follow up on orders as well as set appointments for trade shows.

Since you will be closest to our customer, you will serve as their voice and advocate for improved products and processes.

To do so, you will know our product catalog inside and out and collaborate cross-functionally with other members of our team. We'll challenge your skills, talents and abilities and reward you for your every success.


YOU'RE EXCITED ABOUT THIS ROLE BECAUSE YOU WILL...
- Work as a key member of our small CS team to make sure that customer problems are resolved in an exceptional and memorable manner
- Respond to inquiries (e.g., product and inventory information) from both wholesale and retail customers and help them resolve issues (e.g., misshipments, returns)
- Handle inbound inquiries or sales calls
- Make outbound calls to customers for product introduction, up-sell existing orders, provide sales support to existing accounts, set up appointments and other duties
- Maintain customer records and information in our ERP system (SAP) and CRM
- Work closely with other internal functions such as sales, accounting and warehouse to ensure customer satisfaction
- Know our product catalog inside and out and stay current on new product introductions and changes
- Proactively identify and communicate customer’s pain points and develop/modify processes in order to improve the customer experience
- Work with our Regional Sales Managers to prepare quotations and other communications for customers
- Other duties as assigned


WE'RE EXCITED ABOUT YOU BECAUSE YOU HAVE...
- Bachelor's Degree in related field; 4+ years of experience in a customer service or sales role can substitute for degree requirement
- 3 years of customer service/sales support experience, preferably in the Home, Gift & Furniture industry
- Proficient with MS Excel and Word; experience with ERP systems (specifically SAP) a plus
- Fluent in MS Office; willing to learn new technologies and tools to make you more efficient at the job
- Excellent interpersonal and oral and written communication skills.
- Ability to work with our US team via??email, Slack and??Skype/Zoom. Highly preferred, but not required: experience with Airtable, Notion, Slack and Google Sheets
- A passion for customers and problem-solving
- Excellent written and verbal English communication skills, particularly in a customer-facing capacity
- Exceptional organizational and time-management skills; strong attention to detail and ability to multitask without losing focus
- Eager to work in a fast-paced and dynamic environment
- A motivated self-starter, with the ability to identify issues and resolve problems independently, and a desire to find opportunities to improve our processes
- Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success
- Positive, kind and easy to work with!
- Stable, trustworthy highly dependable. Ideally someone seeking a long-term relationship where we can both grow from the relationship
- Stable internet connection is required since the job will require you to remote into a local machine and also call using VOIP. If your internet speed is not fast, it will be difficult to do the job

COMPENSATION
- Rate: $5-$8/hour
- Pay schedule: Bi-weekly per our company’s standard pay cycle


HOURS
- Fixed schedule
- 9am-6pm US Central Time Monday-Friday, with an hour for lunch


HOW TO APPLY
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ABOUT HIEND ACCENTS
HiEnd Accents is a leading provider of bedding and home accessories. At HiEnd Accents, we believe that your dream home should be uniquely you. That's why—for over 15 years—we have made it our mission to design high-quality, affordable home goods that help you express your lifestyle and personality.

We operate in the wholesale and direct-to-consumer retail markets and are based in Irving, TX.