Customer Service Representative

About the role

Napa Home & Garden is a dynamic home décor wholesaler headquartered in Norcross, GA. The Customer Service Department is known for its friendly demeanor and passion for home décor. The Customer Service Representative plays a crucial role in building and maintaining strong customer relationships while providing exceptional service and support.

Responsibilities

• Provide solution-oriented support addressing customer inquiries and concerns, processing orders, and communicating information with regard to Napa’s products and services
• Help to troubleshoot product and service-related issues, claims and credit inquiries, escalating complex cases when necessary
• Act as a brand ambassador, promoting the company's products/services and ensuring a positive perception of the brand in all interactions
• Review and verify orders to ensure they are processed properly, making sure to track and follow through to ensure satisfactory delivery to customers; take appropriate steps to ensure daily internal and external deadlines are met
• Maintain a broad knowledge of Napa’s products to recommend and resolve out-of-stocks or discontinued items as appropriate
• Collect customer feedback, suggestions, and complaints, relaying insights to relevant teams to drive continuous improvement
• Update customer profiles with relevant information and ensure data integrity
• Monitor and track customer issues to identify patterns, trends, and opportunities for process improvement
• Collaborate with cross-functional teams (such as warehouse, accounting, sales) to address customer needs, resolve issues, and provide feedback on customer insight

Requirements

• A high school diploma and/or equivalent experience
• Minimum 1-2 years in an Administrative, Customer Service, or related field experience
• Must be familiar with customer resolution techniques
• Must have strong detail orientation and data entry skills

Qualifications

• Sitting, Standing, Walking
• Prolonged use of computer involved; use of hands and finger coordination; specific vision abilities required by this job include close vision, distance vision. Color vision, depth perception, and ability to adjust focus as needed
• Twice a year during Market periods, standing and walking for 8-12 hours a day

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Flexible Spending Account
• Health savings account
• 401(k) and 401(k) matching
• Company paid life insurance and long-term disability insurance
• Voluntary Life Insurance
• Voluntary Short-Term Disability
• Paid time off

Pay

Compensation is commensurate with experience.

Schedule

The schedule is typically full-time, but may vary based on business needs.