What are the responsibilities and job description for the Director of Customer Relations position at Furniture Mart USA?
Summary
JOB SUMMARY:
The Director of Customer Relations is responsible for identifying and assisting with any issues that may arise. Monitor and assist customer care, central office, and stores with escalated customers. Problem shoots how to solve difficult problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Oversee daily operations of Customer Care. Work with Director of Customer Care of staffing levels.
Go over daily, weekly, and monthly stats for Customer Care.
Deal with day-to-day escalations with TCMS drive teams. Work with TCMS and our own drivers on improving daily deliveries.
Help with internal store issues with customers.
Assist with escalated calls for Customer Care, Central Office, and Stores.
Make sure all rescheduled deliveries are handled in a timely manner by our delivery staff.
Make sure drivers are managing their orders on DT.
Assist with DT questions.
Assist DCs with tech issues that arise in customers’ homes.
Go over daily, weekly, and monthly stats for Drive teams.
Assist on remedying home damages claims that escalate.
Send out weekly delivery reports for volume.
Assist with large deliveries out of our delivery area.
Assist with large delivery orders. Make sure the staffing is in order.
Problem shoots routing issues with overbooked deliveries.
Qualifications
#hc210486
JOB SUMMARY:
The Director of Customer Relations is responsible for identifying and assisting with any issues that may arise. Monitor and assist customer care, central office, and stores with escalated customers. Problem shoots how to solve difficult problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Oversee daily operations of Customer Care. Work with Director of Customer Care of staffing levels.
Go over daily, weekly, and monthly stats for Customer Care.
Deal with day-to-day escalations with TCMS drive teams. Work with TCMS and our own drivers on improving daily deliveries.
Help with internal store issues with customers.
Assist with escalated calls for Customer Care, Central Office, and Stores.
Make sure all rescheduled deliveries are handled in a timely manner by our delivery staff.
Make sure drivers are managing their orders on DT.
Assist with DT questions.
Assist DCs with tech issues that arise in customers’ homes.
Go over daily, weekly, and monthly stats for Drive teams.
Assist on remedying home damages claims that escalate.
Send out weekly delivery reports for volume.
Assist with large deliveries out of our delivery area.
Assist with large delivery orders. Make sure the staffing is in order.
Problem shoots routing issues with overbooked deliveries.
Qualifications
- A bachelor’s or associate degree in business administration, marketing, or a related field.
- A minimum of 5 years of experience in a customer service position.
- Proficiency in Microsoft Office and customer service software.
- Outstanding written and verbal communication skills.
#hc210486
