Consumer Care Representative

Summary of Position:

Provide excellent customer service by phone, email and chat and maintaining professional relationships with Vornado consumers. Assist consumers with new orders, advises of status of orders in process, furnish information on new products, and send product literature. Process returns. Promptly resolve consumer questions and problems or refers them to team members. Complete related records, reports, and documentation. Perform miscellaneous clerical tasks. You will report to the Consumer Care Manager.

You Will:

Assume responsibility for the accurate entry of consumer orders.

• Receive orders by chat, text, phone, mail, email, website and consumer walk-ins.
• Process orders, enters into computer and, sends to Shipping Department.
• Verify pricing, discounts, billing and shipping addresses, credit status, and inform consumers of any problems.
• Notify consumers of product backorders and anticipated availability.
• Maintain files and updates addresses.
• Resolve problems with orders.
• Contacts parcel carriers to resolve shipping issues.

Assume responsibility for performing miscellaneous consumer service responsibilities.

• Set up and process new consumers.
• Process consumer returns. Determine nature and reason for return and assess whether product is returnable.
• Corrects and reships incorrect orders.
• Process related consumer paperwork and credits.
• Send returned product to Warranty or Rework department for check.
• Inform consumers of credit holds.
• Conduct consumer surveys.

Assume responsibility for maintaining professional working relations with consumers.

• Resolve requests, and problems promptly.
• Keep consumers informed of Company policies, procedures, and status of their orders and accounts.
• Politely obtain and convey information.
• Maintain our professional reputation.
• Provide excellent consumer service.

Assume responsibility for establishing working relations, communication, and coordination with Company personnel and management.

You Have:

• The capability to work in an office in Andover, KS. This is not a remote position.
• Authorization to work in the United States on a full-time basis required; employer sponsorship for employment-based visa status is not available for this position.
• High school diploma or equivalent.
• Consumer service and data entry experience required.
• Willingness to assist others.
• Ability to proficiently operate computer applications including:
• ERP Systems
• Internet
• Bi-lingual Spanish a plus.
• Ability to use PC, calculator, and office equipment.

Physical Requirements (with or without accommodations)

• Sedentary work; sit most of the time.

Our Benefits:

• Medical and Dental insurance offered with a generous company premium split.
• Employee-paid vision insurance.
• Employee-paid Flexible Spending and Dependent Care.
• 401K and Roth options with 4% dollar for dollar match.
• Company paid Costco or Sam's Club membership.
• Cost-share for individual or family memberships to any area YMCA.
• Company paid life insurance, AD&D, short- and long-term disability.
• 11 paid holidays.
• PTO and Vacation accrual with short years of service increase schedule.
• Employee Assistance Program offering mental health, wellness, and other services.

What Makes Us Different Makes Us Better

Vornado was founded on the premise that comfort is constant, bucking the trends of oscillation and utilitarian design. That still holds true today with a broad range of products that enhance efficiency and keep everyone comfortable all year long. Vornado maintains our worldwide reputation for forward-thinking products and above-and-beyond customer service from its headquarters in Andover, Kansas.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.