Job Description The Customer Service Representative is responsible for ensuring a superior customer experience by managing and interacting with Sales Representatives, retail customers, and consumers. He/She is responsible for organizing and responding to customer inquiries and requests, and collaborating with cross-functional teams such as fulfillment, production and finance. The Customer Service Representative strives to build positive rapport with customers and always ensures inquiries, projects and tasks move forward in the most effective and efficient way possible, while following the “Beliefs in Action” statement of guiding principles.
Main Duties & Responsibilities: • Provide superior service to customers and Sales Representatives which is reflective of the brand and principles of the organization. • Strive to provide first-call resolution by handling and resolving customer inquiries and complaints in a prompt, professional and courteous manner. • Directs requests and unresolved issues to the appropriate resource, and follows up to ensure satisfactory resolution for the customer. • Records details of inquiries, comments and complaints, and follows up as appropriate. • Maintains collaborative relationship with cross-functional departments. • Maintains knowledge of product lines, prices and delivery times. • Other 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. • Outstanding organizational skills. • 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
About John Matouk & Co. John Matouk & Co., Inc. 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, John Matouk & Co., Inc. 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.
MATOUK 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.