Customer Service Representative

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 a positive relationship 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 Matouk’s guiding principles.

Main Duties & Responsibilities:
-Provide superior service to customers and Sales Representatives which is reflective of the Matouk brand and principles of the organization.
-Achieve High Customer Satisfaction Rating via accurate, professional, and expedient response to customer requests and appropriate resolution of issues, concerns, and/or complaints.
-Strive to provide first-call resolution by handling and resolving customer inquiries and complaints in a prompt, professional and courteous manner.
-Direct requests and unresolved issues to the appropriate resource, and follow up to ensure satisfactory resolution for the customer.
-Record details of inquiries, comments and complaints, and follow up as appropriate.
-Maintain collaborative relationship with cross-functional departments.
-Maintain knowledge of product lines, prices and delivery times.
-Other duties as assigned.

Qualification Requirements:
-2-5 years experience working in a customer service role.
-Must possess creative problem solving skills.
-Ability to take initiative to finding a lasting proactive solution to common trends.
-Strong knowledge of customer service principles and practices.
-Strong oral and written communication skills are a must.
-Outstanding organizational skills..
-Excellent interpersonal skills, with the ability to interact with all levels of employees.
-Ability to multitask in a fast-paced environment
-Knowledge of relevant computer applications

Must Have Competencies:
-Reaching & maintaining compliance to phone schedule while focusing on quality and research necessary to perform the job.
-Maintaining thorough working knowledge of products, processes, procedures, and systems.
-Working through competing priorities between internal departments while attempting to achieve customer requests.

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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