Sales and Customer Service Specialist

Sales & Customer Service Specialist [Design Expert]

Responsibilities:

The sales & CS associates play a vital role in helping the customer through the design process. You’ll assist our customers by making the design and online ordering process less complicated and let's face it, less scary.

• Schedule and manage Design Expert calls- From assisting them with product related questions to making sure they have all the necessary information and tools they need to customize their new BMM furniture and feel confident with placing their order

• Manage complete selling process from customer first touch to purchase execution, ensuring the customer experience is exceptional

• Assist our customer through one-on-one consultations- providing them with collection, layout, and fabric/leather suggestions based on their needs on budget

• Collaborate with the cross-functional team to resolve issues with customer’s order and provide customer support with a customer-first approach

• Provide general Customer Serviceand Customer support to new and existing customers- from status updates on their order, to assisting with managing their timelines and expectations

• Provide customer support and assist with general sales inquiries via chat, phone and email

• Process new orders into our system, update order details for existing customers with order modifications, generate quotes for new orders and potential exchanges for our customers

• Become an expert on all BMM collections, materials, and construction details

Qualifications:

• 3+ years in a customer-facing role with an e-commerce brand or within a brick and mortar store

• Knowledge of the furniture and design industry is strongly preferred, experience with floor planning software and other design related software a major plus

• Strong written and oral communication skills, Comfortable working independently and within a remote team environment, and adaptable to change

• Outstanding problem solving skills and “can-do” attitude- always willing to learn and go the extra mile for the customer

• Strong time-management skills and ability to juggle multiple tasks and projects across the wider team and personal client base

• Proficiency in Zendesk, Monday, G-Suite, Shopify, and similar CX platforms a plus- candidates should be able to move between different programs throughout the majority of their day, and feel comfortable learning new platforms