Customer Service Representative

Job Description

Job Description

Salary : Position Summary

Position Summary

As the Service Coordinator at Francis King, you play a key role in the order fulfillment process. This position requires a high level of organizational skills, while maintaining an eye for detail.

The Service Coordinator position is a highly collaborative role that is responsible for being the communication bridge between our front end sales team, our vendors and our customers.

This requires effective communication skills to capture key details from our sales team, translate that information into accurate order submissions to our vendors, and align logistical details with our local product storage facilities.

All while keeping the customer well informed along the way.

Location :

This position will report to our Minneapolis based showroom, located within the historic International Market Square.

Primary Responsibilities

Order Fulfillment

• Leverage company Customer Relationship Management System (CRM) to monitor intake queue and process sales in the order of which they are received.
• Utilize company CRM to document orders, attach important related files, enter relevant details as to the status of an order and track progress against estimated ETA’s.
• Process sales order submissions while making sure to validate required details before converting into vendor purchase orders.
• Work with Sales Associates and vendors to ensure sales orders are accurately processed, final balances are collected and shipments are completed in a timely manner.
• Perform quality control review before submitting finalized orders to vendors for production.
• Process, monitor and manage purchase orders to vendors.
• Validate order details against vendor acknowledgments to ensure accuracy.
• Manage accounts receivable and accounts payable for assigned accounts.
• Monitor AP & AR past due reports on a regular basis and manage accordingly.
• Run weekly exception reports and update accounts / orders as necessary.
• Process in-house orders as needed for show floor stock display replenishment.

Logistics

• Schedule, track / monitor freight shipment status from vendors to local storage facilities
• Communicate any necessary ETA details to all stakeholders.
• Maintain vendor relationships and resources to ensure prompt and accurate ordering and receiving is achieved consistent with company expectations.
• Provide Designer with release details once invoice has been paid in full and ready for delivery.

Customer Support

• Update vendor price lists / website portal as necessary based on company or vendor updates.
• Support sales team by ordering samples on behalf of customers.
• Trouble shoot and solve for delays caused by FK, Vendor or freight carriers.
• Provide internal feedback to leadership team regarding ongoing trends or issues relating to specific vendors or carriers.
• Ensure that all company policies regarding deposits, payments and returns are followed consistently.
• Prioritize and manage any service order cases including but not limited to, damage claims or product specification issues related to assigned accounts.
• Follow proper handling procedures related to service escalation and issue resolution including but not limited to, supplemental discounting, product repair, parts replacement and product exchanges.

Professional Development

• Maintain knowledge of industry trends and product lines, staying informed of new products and utilizing opportunities to further educate self, team members and customers.
• Provide internal feedback for future improvement opportunities collected directly from Voice of the Customer (VOC).
• Actively collaborate with all internal departments and communicate openly and effectively.
• Participate in the development, communication and execution of sales and service strategies and objectives.
• All other duties as identified and assigned by management.

Key Deliverables

• Process orders in the order of which they are received within company defined Service Level Agreements (SLA’s).
• Perform quality control functions by validating order details against vendor acknowledgments to ensure order accuracy.
• Prioritize and attend to inbound calls to ensure customer phone calls are answered in a timely manner.
• Prioritize and resolve service order claims while performing root cause analysis to prevent future occurrences.
• Help build a positive, open culture that encourages and rewards cooperation and collaboration.

Essential Education, Skills & Experience

• Customer Service or order fulfillment experience.
• Proficiency in Microsoft Office Suite applications.
• Able to solve problems creatively and effectively.
• Strong written and verbal communication skills.
• Self-motivated with a high degree of energy.
• A positive, engaging personality and passion for helping customers.

Preferred Experience

• Experience within the home furnishings industry
• Experience and / or aptitude of project management a plus

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is subject to change at any time in order to meet the business needs of Francis King Ltd.

Company OverviewFrancis King is Minnesota’s largest to the trade showroom and is located in Minneapolis’ historic International Market Square.

We work with top brands from around the world and offer over 300 years of collective experience in the designer furnishings industry.

Our customers are the upper Midwest’s leading Interior Designers and Drapery work rooms. If you seek a greater purpose in a place where culture comes first, values are lived and contributions are valued and recognized- consider joining our talented team of creatives and play a key role in helping the design community find and acquire the right beautiful things.