Customer Care Specialist

Why join us?

At Design Within Reach, home comes first. We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime – from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings.

Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Design Within Reach 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 Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Retail Customer Care Specialist

The Retail Customer Care Specialist exemplifies superior customer service to support the Retail Sales organization Team through a variety of operational tasks. This position is based out of the Toronto Studio.

Hours: Tuesday – Saturday (9:00am – 6:00pm)

RESPONSIBILITIES:

• Manage multi-faceted customer care inquiries in a professional, timely and courteous manner with accuracy of information, appropriate grammar, spelling and empathy.
• Ability to assess customer support needs through written correspondence or by phone, solve the issue at hand and communicate resolution in a complete and thorough manner.
• Flexibility to regularly rotate through different operational specialties and skill sets.
• Become subject matter expert in product knowledge and DWR policies and procedures ensuring the ability to react to and solve customer service requests as efficiently as possible.
• Partner daily with local Studio team to ensure a coordinated, seamless customer journey.
• Develop strong professional cross-departmental partnerships and acquire thorough working knowledge of each department’s daily functions.
• Provide the following daily Customer Care support functions to the sales team including but not limited to:
  • Manage and respond to inquiries for Tax Exemption, Trade discount qualification, ensuring required documentation is submitted.
  • Review and solve sales order payment issues
  • Manage and process return and exchange requests through Operations, ensuring adequate documentation is present, and customer need is resolved in a timely manner.
  • Provide estimated ship dates for incoming purchase orders and vendor dropship orders.
  • Manage customer delivery inquiries as they arise
  • Maintain product knowledge to respond to product inquiries and requests for information and/or parts.
  • Use operational systems available to provide answers to the sales team

REQUIREMENTS:

• Outstanding communication skills, both verbal and written; conveys information in a clear and concise manner; asks appropriate incisive questions
• Detail oriented and works with a high degree of accuracy
• Handles confidential financial and personal information appropriately
• Ability to tactfully handle stressful and difficult situations
• Possess strong problem-solving skills, multi-tasking skills, strong follow through
• Ability to quickly build and maintain rapport internally and externally
• Able to work evenings and weekends as needed
• 3-5 years experience in customer service role; Operations and management experience a plus.
• Innovative; constantly seeking ways to improve processes
• Experience with using Salesforce.com preferred
• Ability to navigate multiple competing priorities
• Ability to learn quickly when facing new challenges; highly adaptable
• Team player. Cooperative, easily gains trust and support of peers; encourages collaboration
• Self-starter and ability to work independently possessing strength in troubleshooting and thinking outside the box
• College degree preferred

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. Design Within Reach 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.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.

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