Omni-Channel Customer Care Representative

Description

We are seeking to fill an Omni-Channel Customer Care Representative at our Greenville, SC office. This position requires an action-orientated, flexible problem-solver who efficiently and courteously satisfies the customer’s needs in respect to ordering, shipping, invoicing, claims and adjustments, inquiries, complaints, and related activities. Also, communicates with customers and utilizes a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fast-paced environment to provide best-in-class customer interactions.

This role will partner with Sales, Pricing, Finance, Supply Chain, Marketing and other functional teams to accelerate business performance by supporting effective communication and transaction resolution with our customers and sales organization.

Duties And Responsibilities

• Service customers with timely and professional assistance with policies & procedures, order management, pricing, and post-order inquiries such as returns, replacements, refunds, inventory and delivery status, back-order inquiries, and any other issues that may arise from the order fulfillment process.
• Take ownership of, troubleshoot and resolve customer inquiries while building a relationship with the customer.
• Research and resolve order management, discrepancy issues and customer complaints to ensure customer retention and satisfaction.
• Understand and utilize customer specific operating portals for order management and customer inquiry activities.
• Deliver best-in-class customer satisfaction with efficiency and professional issue resolution.
• Continuously look for areas of improvement and communicate trends to management.
• Provide training and guidance to peers and other customer service team members.
• Interact with customers to acquire feedback of Coleto Brands’ services, products, and processes.
• Prepare product and customer reports by gathering data collected during customer interactions, through Coleto Brand’s ERP system and via customer portals.
• Maintain current knowledge of Coleto Brands’ Terms and Conditions and Sales / Marketing pricing programs (i.e., Customer Incentive Programs, Sales Deals, Customer Specific Pricing, etc.)
  
  

Skills And Experience

• 4 years of customer service or commercial excellence experience
• Demonstrated strong interpersonal and communication skills, including active listening and clear articulation.
• Self-motivated and capable to prioritize customer needs, actively resolve and/or tactfully escalate conflicts, and set appropriate expectations & provide commercial solutions.
• Communicate professionally, clearly, concisely, and with a positive and calm presence with both external customers and coworkers in-person, via telephone, and via email.
• Fluency and demonstrated capability to simultaneously navigate Windows Operating Systems, Microsoft Outlook, and multiple browsers and instant messenger tools.
• Preferred: Experience with SAP, including order and customer management.
• Preferred: Experience with Salesforce or equivalent CRM
• Ability to work independently in a less structured environment requiring new perspectives and creative approaches.
• Proficient experience with Microsoft Excel.
  
  

About US

Coleto Brands is a dynamic collective of brands united by a commitment to enhancing spaces through design and functionality. Headlined by its flagship brands, Kichler and Progress Lighting, Coleto Brands provides residential lighting fixtures across key categories, including interior and exterior decorative lighting, bath/vanity, architectural systems and downlights, ceiling fans and landscape. For more information, visit www.coletobrands.com .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Coleto Brands LLC, its divisions, subsidiaries and affiliates (collectively “Coleto Brands” or the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Coleto Brands is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English and Spanish

E-Verify Right to Work Poster: English, Spanish