What are the responsibilities and job description for the Service Ambassador position at Hooker Furniture?
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, Savannah, GA, 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 Service Ambassador at our High Point, NC office! This is an exciting opportunity to learn about Hooker Furnishings, connect with team members, sales representatives, and customers, and contribute to our ongoing success.
The Service Ambassador plays a key role in delighting customers by exceeding their expectations in innovative ways, fostering loyalty, and driving business growth. We're looking for an adaptable individual who thrives on working with people and is committed to delivering superior customer experience with a positive and professional attitude.
Key Qualities of a Service Ambassador:
- Respectful: Treats colleagues, managers, and clients with the utmost respect.
- Polite: Maintains a courteous and well-spoken demeanor at all times.
- Considerate: Is mindful of others and minimize disruptions.
- Ethical: Acts with integrity and honesty in every situation.
- Productive: Continuously seeks ways to be efficient and productive.
- Reliable: Is dependable and trustworthy in all tasks.
- Well-Presented: Dresses appropriately and maintains a sharp, organized appearance.
- Effective Communicator: Communicates clearly and appropriately, with excellent oral and written grammar.
- Discreet: Maintains professionalism by being mindful not to overshare personal information.
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 operation processes
- 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
- Run 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 will have:
- Previous customer service experience required
- Furniture background preferred
- Excels at working with a team and independently
- Meticulous attention to detail is required
- Proficient with Microsoft 365 – Excel, Outlook, and Word
- Excellent written and oral communication skills
- A continuous improvement mindset
- High school Diploma required
- Degree or some college preferred
Why should you apply?
- A company committed to DEI (Diversity, Equity, and Inclusion) values
- 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 corporate office in Martinsville, VA, as needed.
Pay: Depending on experience.
