Customer Service Representative

Full-Time, On-Site

Regal Fabrics is a family-run textile design and distribution business in Middleton, MA, serving some of the largest furniture manufacturers and retailers in North America. New fabrics are on display in customers' furniture showrooms, retail stores, and distributors' swatch books.

We put a large emphasis on top quality in our Design, Product, and Service. Our customers trust that we will honor our commitments, give quick and accurate answers to inquiries, and go the extra mile to ensure customer satisfaction. As we grow our Customer Service department, we are looking for someone who can represent the promises Regal stands by quality products delivered on-time and at a great value with the best service possible.

This position requires a fast learner with supreme attention to detail as well as strong organizational and communication skills. This role will report to our Customer Service Manager.

Responsibilities include, but are not limited to:

o Effectively communicate with customers ensuring a positive experience via multiple channels including telephone, email, and EDI.

o Answer inbound customer inquiries via email or telephone such as order status, inventory

levels, product information, etc.

o Review, process and coordinate the best options for customers' daily shipments.

o Input orders and customer information into computer systems.

o Understand customer base and needs of individual customers to promptly and proactively provide information, resolve issues, and enhance customer experience.

o Track requests, special considerations/prices, and other notes in internal CRM.

o Interface with internal stakeholders and colleagues within management, logistics, sample, and warehouse departments to provide customers with timely responses to inquiries and to understand the business at a high level.

Required Qualifications:

o 5 years of professional experience in a role focused on customer service.

o Experience providing high-quality customer service for internal or external clients.

o Attention to Detail.

o A proven track record of prioritizing and managing multiple projects and meeting deadlines.

o Demonstrable achievement of results in a collaborative, fast-paced environment.

o Computer efficiency- Outlook, Excel, Word & ability to learn internal programs.

o Work well with colleagues in a team focused environment.

o Ability to multi-task, prioritize ad manage time effectively.

o Strong written and verbal communication skills.

Additional Preferred Skills:

o Passionate learner - ability to interpret or even anticipate priorities and needs of customers and work as part of a team dedicated to improving overall quality of service.

o Experience in a B2B organization, understanding of the logistics and service needs of customers within a larger supply chain a plus.

o Experience using CRMs such as Salesforce, Microsoft Dynamics/ Great Plains, other computer programs employed to navigate business processes.

o Passion for customer satisfaction.

o Passion for design, textiles, etc.

Benefits & Perks

• 401k options with company match, and profit sharing

• Medical, Dental, Vision Benefits

• Great people, great environment

• Successful, growing family-run business.

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We are an equal opportunity employer. Therefore, qualified applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical or mental disability, genetic information, marital status, sexual orientation, gender identity, gender expression, military and veteran status, or another protected category.

***Relocation is currently not being provided***

www.regalfabrics.com

Job Type: Full-time

Pay: From $52,000.00 per year

Benefits:

• 401(k) matching
• Flexible schedule
• On-the-job training
• Parental leave
• Professional development assistance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Ability to Commute:

• Middleton, MA 01949 (Required)

Work Location: In person