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Bilingual Furniture Customer Service Rep

Function: Customer Service/Contact Centers
Location: , Mississauga, Ontario CA
Date posted: 4/30/2018 2:40:02 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1047321
Description
Job Summary
 
Proactively provides a consistent and reliable customer service experience and promotes the retention of the customer base. Effectively manages customer inquiries and orders for transactional furniture for both stock and special order items.
 
  • Effectively manages customer and sales rep interactions through first level support for transactional furniture inquiries.
  • Manage and resolve customer concerns or problems, providing follow up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within department’s standard SLA (Service Level Agreement).
  • Effectively utilize systems, tools and processes and gathers necessary information from business partners when handling customer inquiries and resolving issues.
  • Efficient and accurate management of customer transactional furniture orders, vendor acknowledgements and merchandise returns for customers in both Alpha and CFS systems.
  • Verify product costs, order margins and chargeable service fees are accurate and escalate for manager’s approval if outside of guidelines.
  • Expedite and process furniture orders, credits and re-bills, replacement parts and returns received via multiple media avenues, entering into the appropriate system with a high level of accuracy and in a timely manner.
  • Identify and close sales opportunities, proactively upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines.
  • Supporting customer and sales reps in providing product recommendations, pricing and quotations for transactional furniture inquiries.
  • Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs.
  • Participates in ongoing process training, vendor training and furniture business     updates supporting a continuous improvement culture.

Qualifications
Key Job Responsibilities
Impact on Business (i.e. business contribution; nature and scope of responsibility; risk and financial management; strategic vs. tactical vs. delivery orientation. 
  • Proactively provides a consistent and reliable customer service experience and promotes the retention of the customer base.
  • Processing of orders and inquires with a high level of accuracy in a timely manner.
  • Single call resolution improving the customer experience
  • Knowledgeable furniture specialists proactively identifying and closing sales opportunities, upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines
  • Innovation and Change (i.e. improvements to procedures, services, or products, as well as development of new ideas, methods, techniques, services and products)
  • Finding the future by supporting sales reps and taking on non-sales activities
  • Identify and close sales opportunities, proactively upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines.
  • Supporting customer and sales reps in providing product recommendations, pricing and quotations for transactional furniture inquiries.
  • Single call resolution improving the customer experience
     
    Professional Knowledge/Experience
  • Minimum 2 years previous customer service experience required
  • Bilingual in both French and English
  • Working knowledge of cfs, alpha or similar order management system
  • Proficient with ms office products and outlook
  • Knowledge of furniture products preferred
     
    Other Skills (e.g. specialized training, language proficiency, functional expertise etc.)
  • Excellent written and verbal communication skills
  • Excellent customer service, interpersonal and problem solving skills
  • Detail oriented and able to work independently, as well as working effectively in a team environment
  • Excellent organization skills with the ability to prioritize and manage multi-tasks
  • Ability to diffuse difficult situations resulting in a win-win
  • Basic selling skills

Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.


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