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Service Center-Customer Service Manager in Union City, CA at Ethan Allen Global Inc.

Date Posted: 5/29/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    5/29/2019

Job Description

Requisition ID: 006149

 

The Customer Service Manager in our Service Center achieves exceptional customer service as it relates to post-purchase issues, creates and executes a positive approach to problem solving through the collaborative efforts of the entire organization. This position supervises customer service coordinatora and delivery schedulers.



 



SPECIFIC RESPONSIBILITIES

 

  • Manage and oversee all aspects of customer service including scheduling.
  • Ensure quality of prep work by inspecting all consumer goods prior to delivery.
  • Serve as liaison between customer, factory, service center, store and consumer affairs department.
  • Research and resolve customer inquiries.
  • Maintain and analyze customer service log to identify repeat problems.
  • Track results of service calls made by the service technicians.
  • Follow-up after in-home service calls to ensure customer satisfaction.
  • Conduct training meetings at the stores on service issues for managing customer expectations.
  • Manage SR processing.
  • Ensure RA credits are submitted properly (i.e., in a timely manner with supporting documentations).
  • Process charge backs for delivery related damages.
  • Work with store and service department in solving customer concerns.
  • Review scheduling reports to monitor and maximize effectiveness of schedules.
  • Provide direction and support to customer service coordinators and delivery schedulers. Evaluate performance and complete performance appraisals in accordance with company policy.
  • Perform any other duties as required.

Job Requirements

  • Strong communication and organizational skills. 
  • Ability to train and recognize deficiencies in performance and service procedures. 
  • Sensitivity to designer and customer needs to achieve optimum results through understanding of Ethan Allen product and programs. 
  • Position requires a valid driver’s license, except in limited circumstances in which the associate can establish to the Company’s satisfaction that they have available for use during all business hours an alternate means of transportation not requiring the operation of a motor vehicle which will enable them to conduct company business off-site as requested. 
  • May require holiday, evening or weekend work hours.
  • High School Diploma/GED with minimum of five (5) years experience OR Bachelor’s degree in a business-related field with a minimum of two (2) years experience in consumer relations and management.

 

Ethan Allen has been a leader in the luxury home furnishings and interior design business for more than eighty years. We are a global style authority, spanning twelve countries on three continents. We built our company on a vertically integrated business model that has stood the test of time. We believe our associates are our greatest assets, and that talent, drive, and customer focus should be rewarded. We employ the best in the furniture industry and offer exceptional training and support by utilizing the latest technology and proven business practices.

Ethan Allen is an Equal Opportunity/Affirmative Action Employer.  All Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.  We are an E-Verify Employer.

 

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