Service Center-Customer Service Coordinator/Scheduler in Richmond, VA at Ethan Allen Global Inc.

Date Posted: 7/11/2019

Job Snapshot

Job Description

Requisition ID: 006298

 


GENERAL OBJECTIVES


The Customer Service Coordinator provides exceptional “after the sale” service for our customers.  Execute the tasks necessary to schedule delivery of our furniture into the customer’s home.


SPECIFIC RESPONSIBILITIES


  • Handle post-delivery customer service inquiries.
  • Schedule service technicians for in-house service calls.
  • Notify customers of pre-delivery damages or errors that will cause a reschedule.
  • Monitor all open customer service requests.
  • Maintain service logs and files.
  • Track service requests by store, customer, designer and type of service category.
  • Assist in providing service trend reports.
  • Process SRs for parts orders and repair and return orders.
  • Assist in RA paperwork and track for completion of credit.
  • Work with inventory control personnel to ensure proper disposition of damaged inventory.
  • Assist in coordination of reorders or repairs of inventory and service charge-backs.
  • Interface with store personnel as required.
  • Provide delivery and service update reports for store personnel.
  • Conduct “post service” surveys with customers.
 

  • Manage all delivery scheduling functions for assigned store(s).
  • Utilize system information and reports to identify deliverable orders.
  • Research any available orders that customer may have via system and open order reports.
  • Contact customer to schedule deliveries for all items that are currently available and in the warehouse.
  • Maintain delivery schedules based on outlined route list.
  • Maximize delivery trucks and routes based on schedules and ensure that delivery goals are met.
  • Run scheduling reports to ensure that the budgeted goal for deliveries is being met.
  • Work closely with other schedulers and routing manager to maximize routes.
  • Suggest and participate in developing “special" routes to satisfy out-of-area customer deliveries.
  • Work closely with receiving specialist and inventory specialist on reschedules and product availability.
  • Process credit cards as required by drivers ensuring that the appropriate store and COD information is being provided.
  • Perform any other duties as assigned.

Job Requirements



QUALIFICATIONS




Education


High school graduate preferably with an Associate’s degree with courses in business and communications or comparable experience.


Experience

One to two years retail background with emphasis in customer service.


 Other Requirements


Strong communication, computer and listening skills.  Ability to work well with others.  Solid understanding of Ethan Allen’s products and warranties.  May require holiday, evening and weekend hours.


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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