Customer Service Representative - Fabric, Trim & Wallcoverings

The Opportunity: The Customer Service Representative plays a key role in handling day-to-day customer interactions and order management as related to fabrics, trimmings, and wallcoverings across all of our brands. Responsibilities: - Handling general inquiries regarding product specifications, pricing, availability, and inventory levels, along with web help and chat support. - All aspects of order management: initial review and entry, changes to existing orders, and proactive follow-up, including sample requests and product returns. - Taking ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand. - Exercising critical thinking and use of good judgment to balance customer satisfaction and the best interests of the company - Provide inter-departmental support to other business areas as necessary. - Maintain familiarity with our product lines and collections across all brands. - Extensive phone and email communication with customers, working within a contact center platform. - Strong awareness of and ability to follow company policies and procedures. Abilities/Key Competencies/Skills: - Superior written and verbal communication skills. - PC proficient with experience using Google Suite products. - Must be able to work thoughtfully and thoroughly with continuous attention to detail. - Ability to learn quickly and retain a wide range of small details concerning multiple product types, tasks, system processes, issues, and/or projects. - Excellent time management, organizational, and follow-up skills. - Comfortable multi-tasking, or, pivoting between tasks on the fly as the need arises. - Willingness to learn new products, procedures, and processes as business needs change. - A friendly attitude with the ability to be a team player and stay self-motivated in a fast-paced environment. Technical / Environmental Requirements: - A quiet workspace free from distractions and background noise; participation in video meetings will be required on a regular basis - High-speed broadband internet service.