The Corrective Actions position supports clients, coworkers, and vendors to achieve seamless project success. Facilitating the company’s continual project improvement, Corrective Actions troubleshoots issues and processes concerns. This position maintains the strength of established external relationships.
II. POSITION EXPECTATIONS
Portrays a positive company image and engages in professional and friendly communications with clients
Assists sales representatives and clients as needed regarding project concerns and requests via email, telephone, fax, and internet inquiries in a timely manner
Fields client concerns and generates a strategy to address them according to company protocol
Reviews reported delivery shortages and takes action to correct the issue
Processes damaged or returned product by inspecting damages, entering warranty claims, or coordinating replacement product utilizing appropriate software
Maintains records, statuses, updates, and notes in ERP system throughout resolution process, and closes open cases and deficiency reports in a timely manner
Follows up to ensure timely resolutions and client satisfaction
Helps facilitate seamless communication amongst all parties to minimize client effort and maximize efficient corrections
Coordinates regularly with various internal departments to ensure smooth and timely order or project corrections
Communicates with vendors, factories, and freight companies to check on order statuses and/or troubleshoots issues
As needed, acts as backup receptionist:
Answers incoming calls in a timely, efficient, and professional manner
Performs clerical functions such as typing of letters, faxes, spreadsheets, etc. when no other clerical support is available
Maintains customer confidence and protects operations by keeping information confidential
Maintains a safe and clean working environment by complying with policies, procedures, and regulations
Other duties as assigned
III. SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
IV. MINIMUM QUALIFICATIONS & SKILLS
Education, Certifications and /or Licenses:
High school diploma or equivalent
Experience:
3+ years’ experience in customer service
Experience in commercial furnishings industry preferred
Knowledge/Skills:
Proficient PC skills using MS Office and other computer programs
Familiarity with CORE software preferred
Excellent presentation, listening, verbal, and written communication skills
Ability to manage and organize time to meet objectives and deadlines
Ability to work fully on-site, in-office during work hours
Ability to work independently and/or collaboratively within a team – willing to roll up your sleeves and help the team get work done
Lives and leads by company values and serves as an example of the best we want to see in our team.
Ability to interact professionally with customers, vendor partners, and fellow employees
Highly motivated to learn and grow - self-directed and proactive
Reliable and responsive
Demonstrates honesty, integrity, and conscientiousness – cares about doing the right thing, not the easy thing
Possesses a positive attitude and sense of humor
Possesses an innovative mindset – demonstrates flexibility and problem-solving skills when met with challenges
V. PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
While performing the duties of this job, the associate may be required to do the following:
Perform activities such as balance, bend/stoop, crouch, kneel, push/pull, reach, squat
Moving self in different positions to accomplish tasks in various environments
Remaining in a stationary position, often standing or sitting for prolonged periods
Moving about to accomplish tasks or moving from one worksite to another
Adjusting or moving objects up to 25 pounds in all directions
Communicating with others to exchange information
Repeating motions that may include the wrists, hands and/or fingers
Assessing the accuracy, neatness, and thoroughness of work
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
VI. WORKING CONDITIONS AND ENVIRONMENT
This position primarily works in an indoor office environment. The noise level in the work environment is usually low to moderate.
VII. COMPENSATION
Wage range: $19.25 – $21.75 per hour, paid on a biweekly basis
Medical, dental, and vision insurance available for single or family coverage for full-time employees
Employer-paid disability, AD&D, and life insurances coverage
Additional insurance and savings account opportunities
401(k) plans with company match for qualifying employees
