What are the responsibilities and job description for the Customer Service Representative position at Stow?
About The Stow Company
Headquartered in Holland, Michigan and established over 35 years ago, The Stow Company manufactures a complete range of closet and home organization solutions. The company’s products touch every area of the home—closets, kitchen pantries, laundry and utility rooms, garages, mudrooms, offices, and beyond – and are marketed under the Inspired Closets, ORG Home, Garage Essentials, Monkey Bars, EasyClosets, EasyGarage, and Easy Track brand names.
The Stow Company is currently seeking qualified candidates for a Customer Service Representative located in Holland, MI. We are the country’s premier source for custom closets and organizational solutions; designed, custom-cut, and shipped directly to our clients.
Primary Purpose of Position:
The Customer Service position serves as the frontline representative of multiple Stow Company brands. This role involves interaction with business-to-business and direct-to-consumer customer types both internally and externally to provide and process information in response to inquiries, concerns, and requests about products and services.
Essential Functions and Responsibilities:
- Interacts directly with customers by telephone, electronically, or face-to-face.
- Answers customer inquiries in a thorough and courteous manner, patiently relaying information to provide resolution.
- Responds promptly and thoroughly to customer inquiries that arrive via emails, phone messages, call center messages and design requests.
- Maintains strong working knowledge of product offering, installation, application tools, ordering processes, systems, and design tools.
- Communicates with business partners to coordinate orders and resolve issues.
- Resolves customer complaints and issues, taking the time to listen and understand the customer’s position and find a win-win solution for the company and customer.
- Creates closet designs for customers, following up with customers to ensure end-product satisfaction.
- Manages backorder review, maintaining clear communication with customers and internal teams, and updating storefront dashboards.
- Addresses logistics support needs, including emailing packing slips and communicating delivery schedules.
- Reviews order reports to ensure accuracy of ship dates, addresses, and carrier information.
- Assists the sales team in its effort to service our customers and increase sales by providing requested information, processing no-charge orders, and inputting credits and debits.
- Works effectively with team members at all levels of the company as a positive, professional example; represent the company in a professional and ethical manner consistent with our mission statement, values and goals.
- Demonstrates a commitment to continuous process improvement both internally and externally and communicate all changes to the stakeholders.
- Lives Company values on a daily basis.
- Poses no direct threat to the health or safety of themselves, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation.
- Requires regular attendance to perform essential elements as contained herein between the assigned start and end times for work.
- Establishes and maintains effective work relationships within the department, the Corporation and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities.
The Stow Company may temporarily assign any team member with duties outside of their normal responsibilities. Such assignments may be warranted due to a variety of specific requirements, conditions and/or the capabilities of available personnel. Management will determine the nature and duration of those assignments.
BASIC QUALIFICATIONS:
Education & Experience:
- A minimum of 2-3 year’s previous experience in a similar environment with knowledge of customer service principles and practices
Certifications/Licenses/Registrations:
- NA
Knowledge/Skills/Abilities:
- Ability to work in a fast-paced environment
- Excellent written, verbal and negotiating skills
- Strong problem analysis and problem-solving abilities
- Attention to detail and a commitment to accuracy
- Knowledge and capacity to learn new computer applications and a familiarity with Microsoft applications including Outlook, Word and Excel
- Interpersonal skills in order to work effectively with individuals both internally and externally to The Stow Company
- Must have excellent customer service skills; including strong written and verbal communication skills
- Must have the ability to interface with all levels of personnel in an office and a manufacturing environment
- Ability to take the initiative and work well independently with little supervision, and as part of a team
PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:
- Ability to sit in front of a computer for long periods of time
- Ability to communicate verbally for extended periods of time
- Sitting at workstation approximately 80 percent of work time
- Standing and walking approximately 20 percent of work time
- Must be available to work Monday-Friday (8:00am -5:00 pm) and Saturdays (8:00 am -5:00 pm; ~every third week)
- Must be able to travel between plant and office locations
- Ability to work overtime or occasionally on weekends with short notice
- Typical office environment with shelves overhead and above work surfaces