Customer Care Assistant

Company: naughtone
Location: Atlanta
Posted on: May 27, 2023

Job Description:

Why join us? Useful, Beautiful, Furniture. naughtone is a modern company with an inherent focus on social and environmental impacts. Our excellent environmental practices are recognised by multiple industry accreditations and we are proud to have Health Product Declarations (HPDs) for a range of our products. Our furniture is used by some of the most influential brands in commerce and culture and our passionate team believes there is no better proof of the relevance and application of the product range. Our purpose is to design for the good of humankind. It's the ideal we strive toward each day in everything we do. Being a part of Naughtone means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Naughtone to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone. Purpose Working within the Customer Care team, this role manages orders from cradle to grave to ensure customer lead times are met. The role holder will be responsible for checking daily on the status of the orders, dealing with customer queries and communicating any issues on a timely basis. The key measures of success include meeting or exceeding the following KPI's: On Time in Full (OTIF), Customer Lead Time Requests, NPS score. Responsibilities/Key Deliverables Monitor customer quotes and customer entry processes to ensure delays are minimised Daily monitoring of order status to provide early alert of any issues and working with internal colleagues to recover the situation Handling emails and customer queries, acting as friendly expert of the business Working closely with Sales and Sales Support to manage customer expectations Keeping records of customer interactions, transactions, comments and complaints for future reference Promptly acknowledging and providing information to resolve customer enquiries/questions/complaints Communicating with customers through various channels Build relations with customers to develop a greater understanding of their requirements Work in collaboration with the Sales & Sales Support team Maintaining a positive, empathetic and professional attitude toward customers at all times Communicating and coordinating with colleagues as necessary Maintain updated knowledge of all company products and services Share Customer feedback with appropriate departments and team members to support issue resolution/prevention. Foster and maintain relationships with customers to improve retention and growth Reporting satisfaction ratings, customer performance metrics and OTIF Ownership of CDN process and communication Attend all required customer service-related meetings Monitoring shipping notifications from OEM's Core Competencies Associate degree in a relevant subject or minimum of 2 years' experience in a customer service or a related function. Essential: MS Office proficiency. Preferred: previous experience in a data entry role. Strong organizational and time management skills for success in a fast-paced environment. Strong communication skills paired with good problem-solving & analytical skills. The ability to work with minimum supervision. The ability to work under pressure. The ability to work directly with customers. Dimension of role Ideally based from our MillerKnoll sister site at either Atlanta, N Carolina or Michigan this role will report directly to the Client Delivery Manager based in the UK but will have a dotted reporting line to the North American Operations Manager based in Georgia. The role holder will manage a dedicated set of customer accounts and will act as the conduit between sales support, procurement, manufacturing and logistics functions and the customer. Who We Hire? Simply put, we hire everyone. Naughtone is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We're committed to equal opportunity employment, including veterans and people with disabilities. Employment Type: Full Time

Keywords: naughtone, Athens , Customer Care Assistant, Other , Atlanta, Georgia