What are the responsibilities and job description for the Customer Service Representative position at Andover Fabrics?
About Andover Fabrics
Andover Fabrics is one of the world's leading quilt fabric manufacturers with deep roots in the American textile industry dating back to the Roaring Twenties. Our premier, quality fabrics are sold worldwide with strong strategic partners in Europe, Australia, Canada, and Japan. We love preserving historical designs, supporting new and modern designs, and bridging our offerings with everything in between. Makower UK is our United Kingdom-based manufacturer and contributes beautiful designs to our offerings. We are customer-driven and value the experience of every partner and creator we meet!
About the Role
We’re seeking a Customer Service Representative who loves providing an exceptional customer experience! As an Andover Fabrics CSR, you'll be our company's primary point of contact. It's important! You'll research and share information, problem-solve, handle administrative and operational tasks, and build rapport with customers, sales reps, and colleagues. Phone calls and emails are a given, but your day will be peppered with variety. [Code for, "This isn't a call-center experience."] :)
If you’re a great communicator, enjoy problem-solving, are passionate about helping customers and colleagues, and are aligned with a corporate mission rooted in creativity, we'd love to meet you! It would be amazing if you happen to enjoy sewing or quilting! Although it's not required:)
Responsibilities
- Provide prompt, professional, warm, exceptional customer service via phone and email
- Maintain customer accounts, reviewing details, and updating information as needed
- Keep up to date on new products, system features, and logistics to assist customers and sales reps
- Resolve customer concerns and escalate issues to appropriate departments when necessary
- Assist with troubleshooting common issues and follow up to ensure resolution
- Be able to assist in all aspects of the order process: data entry, obtaining payment/approval, coordinating with the warehouse on order specifics when needed
- Engage with customers, sales reps, and colleagues with a positive, professional, helpful tone
- Collaborate with team members to share insights and develop better processes
- Understand the Andover Fabrics’ customers and sales reps and their experience – who they are, what they love to do, and how to make their days better through our product
Qualifications
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Excellent interpersonal and active listening skills
- Clear and concise verbal and written communication skills
- Problem-solving abilities with a detail-oriented mindset
- Ability to multitask and handle high-pressure situations calmly
- Comfortable with technology, adaptable to learning new systems; familiarity with CRM and ERP systems a plus
- Prior experience in a customer facing role preferred
- Welcome and embrace feedback
- A big PLUS if you are a quilting or sewing enthusiast!
Why Work at Andover Fabrics?
We’re a 100 year-old, multi-generational, family-owned business committed to creating an environment where every team member and stakeholder feels valued, supported, and empowered to succeed. We’re known for our beautiful, quality products, appreciation for our customers, and love of our industry.
- Growing! We have big plans for the future. Join us!
- Great Culture: See above:)
- Benefits: Comprehensive medical and benefits (for full-time eligible employees), 401(k)
- PTO: Competitive paid-time-off policy and accrual
Andover Fabrics is headquartered in New York City, New York.