FLEXSTEEL INDUSTRIES, INC

[Pages:3]Job Posting

Title of Position: E-Commerce Customer Service Representative Classification: Non-Exempt Supervisor: Customer Service Supervisor

POSITION OVERVIEW:

The E-Commerce Customer Service Representative will work directly with the end customers to ensure they are experiencing world class customer satisfaction. This individual will be responsible for incoming and outgoing communications to the customer, and will support issue resolution, parts order fulfillment, and support efforts to garner feedback about our brand. This individual will also own the process to communicate customer information to the dealer and distribute commissions on dealer orders. DUTIES AND RESPONSIBILITIES:

Answers phone calls from retail stores/sales reps/consumers.

Responds to customer service e-mails & provides resolution to issues

Manages orders & requests via vendor portals.

Serves as the primary contact for assigned e-Commerce vendors

Preps parts orders and enters into system to be processed.

Preps/validates credit memos to be processed.

Works closely with sales department/sales reps to validate parts and credit requests.

Pickup and reply to consumer calls left on Hot Line.

Monthly excel spreadsheet for Repair & Allowance Report.

Inspects any incoming or outgoing furniture for accuracy as to the repair order or complaint registered by the consumer and/or dealer through e-mail pictures.

Works closely with the Customer Service Supervisor to ensure repair procedures are followed.

Performs data entry functions necessary to handle order changes, enters orders and retrieves order information. Assists in entering miscellaneous blue orders and regular orders; faxes to dealers.

Responds to dealer calls as needed to write or cancel dealer orders, advises on shipping information and general status on dealer orders.

Responds to customer service e-mails & provides resolution to issues Manages orders & requests via vendor portals. Serves as the primary contact for assigned vendors Provides training to new Customer Service Assistants Answers consumer complaint calls. Opens and replies to all customer service mail on a daily basis. Issues credit memos for chargebacks on local repairs Compiles monthly Repair & Allowance Report for Corporate Quality Department. Communicates via e-mail on customer service issues. Performs other duties as assigned. EDUCATION & EXPERIENCE DESIRED: Associates degree; Bachelor's degree preferred. Equivalent experience will be considered. SAP Experience preferred. Experience Required: 3-4 years Experience in service environment or parts related/technical service field. Ability to learn and understand the mechanical and operational requirements of construction equipment. Excellent written and verbal communication skills. Above average computer skills with ability to understand and navigate complex database systems. Ability to multi-task in a fast-paced work environment. Positive conflict resolutions skills. Self-motivated and results oriented with proven problem-solving ability. Ability to follow instructions and cooperate with others. Ability to understand work and process flows to manage orders and supporting operations.

WHY FLEXSTEEL:

We offer a competitive salary and benefits package: ? Medical & Dental Insurance ? 2 weeks of vacation (prorated at start date) ? Additional time off for sick or personal reasons as needed. ? 9 paid federal holidays and one floating holiday ? Section 125 Medical Flex/Dependent Care Reimbursement program. ? Employee discounts with select cell phone carriers. ? Tuition reimbursement opportunities. ? Robust 401(K) with up to 5% matching and counseling services available. ? Performance-based bonuses. ? Employee Assistance Plan which includes guidance from plan administrators.

Other reasons you may want to consider Flexsteel: ? Associate discounts on furniture... yep, you heard that right! ? Free coffee whenever you need it. ? Free covered parking. ? We are a fun collaborative environment where people matter. ? Opportunity to grow your career with the 8th largest manufacturer of furniture in the U.S. ? Casual and flexible work environment. ? We are grounded in purpose: From the Flexsteel family to yours...we're committed to creating comfort where your life happens.

Flexsteel Industries, Inc. offers a competitive salary, along with an excellent full-time benefits package, paid holidays, a friendly, supportive work environment, Flexsteel furniture discounts, and professional growth opportunities.

EEO/AA Employer Disabled/Veteran

Application Instructions: Please apply online at

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