What are the responsibilities and job description for the Customer Service Support Coordinator position at Hooker Furniture?
Customer Service Support Coordinator
The Company:
Hooker Furniture Corporation (HOFT), in its 100th year of business, is a designer, marketer and importer of case goods (wooden and metal furniture), leather furniture and fabric-upholstered furniture for the residential, hospitality and contract markets.
Based in Martinsville, VA with administrative offices in High Point, NC, domestic production facilities in Hickory, NC and Bedford, VA and distribution warehouses in Martinsville, VA, Hooker Furniture is ranked among the nation’s largest publicly traded furniture sources. Hooker Furniture also operates multiple showrooms in High Point, NC, Atlanta, GA, and Las Vegas NV, and administrative offices in Vietnam and China.
The Position:
Join our team as a Customer Service Support Coordinator at our High Point, NC office! This role will provide Best-In-Class service through operational excellence, building relationships and implementing Detailed service solutions that make Hooker Furnishings the preferred vendor. This is a unique role for our Customer Service Support Coordinator, requiring a diverse skill set and the flexibility to handle new challenges each day. We are looking to give seamless service when members of our team are absent.
This individual will:
- Develop positive dealer relationships and gain an intimate knowledge of all dealer requirements to
- Ensure that we exceed expectations as relating to all operational processes
- Must have keen order management skills (configure, enter and proof complex order combinations)
- Learn and maintain a high level of product knowledge across all brands sold and supported
- Foster and maintain excellent communication between internal partners and external reps and dealers
- with the highest level of professionalism
- Ensure the dealer and rep experience is harmonious in all aspects of communication
- Have direct contact with customers and reps by e-mail, phone, and chat regularly, addressing status, order changes, cancellations, pricing, product questions or product availability
- Manage daily proofing of all incoming orders for assigned dealers, including applicable promos, custom order configurations, and accurate shipping details
- Delegate and communicate any quality risks that may arise by working with dealers, reps and internal quality and credit teams
- Weekly report on open orders, customer backlog, and on-time shipment performance shared with
- sales reps, executives, and dealers, noting any changes and/or issues that may need to be addressed
- Remain flexibility to adapt to changing strategies and initiatives while maintaining productivity
- Attend market training biannually for all brands
- All other tasks and projects as assigned by supervisor
Candidates that will be a great fit:
- Prior customer service experience is required
- Furniture industry experience is preferred
- Able to work well both independently and as part of a team
- Strong attention to detail is essential
- Proficient in Microsoft 365, including Excel, Outlook, and Word
- Excellent verbal and written communication skills
- A proactive mindset focused on continuous improvement
- High school diploma required
- Degree or some college education preferred
- Ability to adapt to daily priorities and changing needs
Why should you apply?
- A company dedicated to fostering a welcoming and supportive workplace where all individuals are valued and respected
- Competitive compensation and bonus plan
- Successful and stable organization for over 95 years
- Multinational, global organization with 11 locations in the US and offices in Vietnam and China
- Strong corporate initiatives to continue to grow the organization
- A culture that encourages forward-thinking, team-building and creative problem solving
- Career development focus including training opportunities and leadership development programs
- Tuition reimbursement program
- Emphasis on charitable giving and volunteering in our communities
- Focus on ESG (Environmental, Social, and Corporate Governance)
- Comprehensive medical, dental, vision plans including a generous employer health saving account (HSA) contribution each plan year
- Matching 401k employer contributions
Shift: Schedule: Monday to Friday, 8 AM - 5 PM. Once fully trained, you will have the flexibility to work remotely one day per week.
(The training period is expected to last between 6 to 8 months. During this time, there will be a 10% travel requirement to our other corporate office in Martinsville, VA as needed.)
Pay: Depending on experience.
