Global Furniture Group

Customer Support

• Answer customer questions via email and phone
• Handle increased volumes of customer care emails and phone calls
• Handle more complex customer situations using product knowledge
• Use electronic catalogs and Global websites
• Navigate the AS400 and understand major Customer Care functions
• Support Customer Care Operations for dealers and Territory Managers
• Process demo requests
• Check order status, electronic orders, and inventory
• Provide product information and pricing
• Process credits, return authorizations, factory charge backs, Parts Express, warranty, and replacement orders
• Submit order changes and cancellations with little to no assistance
• Process order addendums
• Track shipments
• Research and resolve customer inquiries
• Review appropriate daily reports
• Follow department and company guidelines
• Check in daily with the Customer Care Supervisor
• Attend weekly Teams meetings with the Supervisor
• Meet the Time to Reply Average
• Escalate unresolved issues to the Supervisor and maintain an open issue log
• Participate in Global Teams training meetings
• Approve Labor Reimbursement requests with assistance from a Lead or Supervisor
• Complete small projects assigned by management
• Perform other duties as assigned

Customer Care Representative