Customer Service Representative, Hotel Linen Sales

Job Description

Schedule: Onsite in our Fall River Office. Monday - Friday - 8:30am - 5:00pm  (40 hours per week).


The Customer Service Representative/Hotel Data Entry Specialist is responsible for interacting with customers and Sales Representatives, to provide information in response to inquiries about orders, products or customization capabilities, and for entering purchase orders for the Hotel channel.

Main Duties & Responsibilities:

  • Work directly with customers and Sales Representatives either by telephone or electronically.

  • Create and distribute weekly OORs and communicate relevant information regarding open and pending orders to the Director of Hotel Sales.

  • Assist data entry team as needed to ensure compliance with technical specs and accuracy of orders entered.

  • Collaborate with Fulfillment Center, Production and Product Development to ensure proper completion and shipment of all hotel orders.Coordinate sample assembly/production and distribution as requested.

  • Handle and resolve customer complaints.

  • Respond promptly to customer inquiries.

  • Direct requests and unresolved issues to the appropriate resource. 

  • Record details of inquiries, comments and complaints, and follows up as appropriate.

  • Maintains liaison with other departments for order completion.

  • Maintains knowledge of product lines, prices and delivery times.

  • Enters and processes purchase orders for Hotel channel.  

  • Other office-related duties as assigned.

Qualification Requirements:

  • Minimum of a High School diploma and 3 years’ experience working in a customer service role.  

  • Knowledge of customer service principles and practices.  

  • Knowledge of relevant computer applications.  

  • Excellent interpersonal skills, with the ability to interact with all levels of employees.

  • Knowledge of correct spelling, grammar and punctuation

Type: Full-time

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Matouk is a leading maker of finely crafted luxury linens and home accessories for passionate and discerning consumers around the world. Headquartered in Fall River, MA, Matouk strives to create beautiful, rich quality products with exceptional service and lifestyle fulfillment. It takes great pride in providing exemplary environments, experiences and services to employees, vendors and customers.

Beliefs in Action

OUR PURPOSE is to enrich the lives of our customers and their families by
creating the most beautiful and beloved collection of bed and bath linens.

The following core beliefs reinforce our purpose and define the values
and actions of our colleagues in our everyday work.

WE BELIEVE that a promise from Matouk to our customers is included with each and
every product that we sell. Everything we produce will meet the highest standards for
excellence in quality and design. We will always select the best materials and utilize
the optimal manufacturing techniques. And each customer who buys a Matouk
product will be valued, listened to and given the best long-term experience possible.

WE BELIEVE in a company that takes care of its employees and employees who
take care of the company and each other. We treat our co-workers as individuals and
consider employee impact in all of our business decisions. Matouk workplaces will be
environments where productivity lives in harmony with creativity, trust, safety and
comfort. We will work with a sense of profound commitment to the company’s
purpose while dedicating equal spirit towards bringing out the best in one another.

WE BELIEVE in mutually beneficial relationships with all of our business partners.
Our interactions with suppliers, distributors, and retailers are characterized by
fairness, honesty, and respect. We seek out partners with whom we share vision and
values. Our employees are committed to business practices that result in shared
success for all.

WE BELIEVE that creative thinking and innovation will guide us to a future of
success and growth. We foster a creative environment in our workplaces and nurture
a creative mindset in our employees. We encourage innovative approaches to
problem solving at every level of the organization. While we honor our heritage and
the greatest legacies of our past, we simultaneously embrace the changes required
to maintain leadership and competitiveness in the future.

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