Customer Service Representative
Serta Simmons Bedding
- Puyallup, WA
- $22.00-24.00 per hour
- Permanent
- Full-time
- Deliver a delightful experience to current and prospective Serta Simmons Bedding customers by fielding incoming questions via Salesforce, e-mail, phone, and fax.
- Help us fulfill our commitment to accurate, on-time delivery for our customers by:
- Creating an on-time manual sales order in the Enterprise Resource Planning (ERP) system
- Verifying accuracy of orders received via Electronic Data Interchange (EDI)
- Maintaining reporting on all open orders to ensure on time production, delivery, and invoicing
- Tracking, tracing, and expediting orders as needed
- Fulfilling support requests for address shipment or delivery changes
- Handle a large number of support requests daily including assisting with returns, exchanges, special delivery instructions, and product support inquiries from customers.
- Educate and inform customers and prospective customers on our products, policies, and procedures.
- Quickly and accurately resolve problems for customers any time experiences don't go entirely as planned.
- Have the ability to work well with a large, cross-functional team, balance competing priorities and provide support to teammates when needed.
- Be able to confidently solve unique customer problems using empathy and the ability to make decisions quickly.
- Maintain a thorough understanding of our evolving products, technology, policies, and procedures.
- Improve overall customer experience by serving as the eyes and ears of customers by tracking and reporting strengths and pain points to other departments.
- Challenge the status quo and have fun!
- Able to work in a team setting.
- Able to multi-task and work effectively in a fast-paced environment.
- Strong, effective and professional communication (written/verbal) and interpersonal skills to deal with all levels of staff, management, internal and external contacts and customers.
- Passionate about helping people and providing honest, transparent service to all customers and guests
- Extraordinary communication (both written and verbal) with a knack for organization
- Ambitious and self-motivated with an eagerness to learn and the ability to juggle many tasks simultaneously.
- Quick to solve problems (or see them before they arise) with a no-task-too-small mentality
- Genuinely empathetic and approachable, able to assume positive intent
- Ability to work autonomously and take on challenging situations, excellent decision-making, and prioritization skills
- Minimum 2 years' experience within a customer service position, preferably within an order entry or order fulfillment role in the manufacturing industry
- Demonstrated ability to successfully interact with and navigate between multiple software applications throughout the day, preferably to include experience using an Enterprise Resource Planning system as well as Salesforce.com
- Highly proficient in the full Microsoft Office suite of products (Outlook, Word, PowerPoint, etc.), including Excel
- Health, Dental, and Vision (starts on day one)
- Annual employee contribution to HSA
- 401K with company match
- Paid Time Off / Vacation
- 12 company holidays
- Sick days
- Company paid short- and long-term disability
- Paid parental leave
- Discount programs including Friends and family discounts
- Referral Bonus
- Tuition Reimbursement