Summary: Receive and resolve pre-delivery customer problems via the telephone by performing the following duties.
Provides pre-delivery assistance to customers both internal and external, assist in completing cancellations, checking status of merchandise, delivery times, account questions, set up deliveries, etc: 60%
•Check system for status of merchandise and provide appropriate information and options.
•Check BBD’s to be paid prior to scheduling delivery dates. Give bank card information to cashier to pay balance.
•Change terms on non-delivered orders.
•Give delivery times; get information from system as from our delivery service.
•Attempt to handle post calls if time permits.
•Complete understanding of different payment plans.
•Knowledge of special orders, stock items, and part orders.
•Knowledge of all different types of merchandise categories such as 1-2-3-4-5.
Complete computer entry, paper work, research and customer follow-up: 25%
•Knowledge of SAO’s, credit memos, credit adjustments.
•Work with all areas of company and have basic procedures and knowledge.
•Full voids, cancel order in system and print copy for accounting. Get bank card numbers.
•Offer price adjustments or free deliveries for delays on late deliveries.
•Send courtesy letters when appropriate, get approvals for add on deliveries.
•Collect documentation on company wide non-conformances and submit to management.
Actively participate in the company Quality Improvement Process: 15%
•Utilization of all quality tools.
•Offer to help fellow staff as time allows.
•Use free time to begin learning about post calls.
Education and/or Experience:
• 6 months of customer service experience that has included answering customer questions and concerns on a regular, one-to-one basis
• Basic PC skills
• English/Spanish bilingual speakers preferred.
• Ability to work night, weekend and/or early morning hours based on business needs.
Nebraska Furniture Mart - 18 months ago
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Girl power, indeed. The legendary Nebraska Furniture Mart got its start in 1937 when Russian immigrant Rose Blumkin ("Mrs. B")...