What are the responsibilities and job description for the Customer Relations Assistant Manager position at Baers Furniture?
Customer Relations Assistant Manager leverages strong customer service and leadership skills to oversee both Service Operations and Office of the President functions. This role ensures exceptional customer experiences during and after delivery while managing escalated issues, service execution, and continuous improvement initiatives across departments. The manager works collaboratively with internal teams to resolve issues efficiently, improve processes, and uphold company standards.
Essential Job Functions
- Oversee service technician completion and follow-up
- Ensure proactive customer communication throughout service processes
- Manage parts inventory, vendor relationships, and installation coordination
- Ensure warranty compliance and maintain relationships with warranty providers
- Address legal complaints in coordination with leadership and counsel
- Handle elevated customer issues and shareholder communications
- Maintain detailed tracking of complaints, resolutions, and trends
- Conduct root cause analysis on recurring issues and implement improvements
- Lead weekly reviews with senior leadership regarding escalations and performance
- Ensure daily communication with customers on failed deliveries or service issues
- Coordinate recovery efforts to ensure successful resolution on subsequent attempts
- Oversee return walkthroughs and readiness across departments
- Oversee data entry for detailed analysis of repetitive issues on product failures or consumer complaints
- Lead, train, and develop Customer Relations staff
- Create a positive and high-performance team environment
- Monitor KPIs such as ASA, delivery success, parts steed, and customer satisfaction
- Drive process improvements and operational efficiency
- Collaborate cross-functionally with stores, vendors, and internal departments
Job Requirements
- Strong customer service and problem-solving skills
- Ability to manage escalations and resolve complaints effectively
- Excellent communication skills (written and verbal)
- Ability to prioritize and manage time effectively
- Proficiency in Microsoft Office and Excel
- Ability to work flexible schedules including weekends and holidays
- Bilingual (English/Spanish or English/Creole) is a plus
- Must accommodate retail schedule which includes indefinite end times, weekends, holidays, based on business needs. Due to high volume during peak season warehouse employees are expected to work a 6-day work week
- Ability to lift up to 25 lbs