Customer Service Rep

Customer Service Representative – Fort Mill

F. Schumacher & Co., America’s leading name for manufacturing and distributing fabric, wall covering, floorcovering and furnishings is seeking an enthusiastic Customer Service Representative. This person will be part of an integral team responsible for Customer Service at our distribution center.

YOU WILL:

• Respond to incoming calls, chats and emails in a timely manner
• Process customer return and claim requests in a timely and efficient manner, adhering to company policies and procedures.
• Communicate with customers via phone, email, and chat to guide them through the return or claim process.
• Coordinate with logistics, warehouse, and inventory teams to ensure that returns are processed and restocked or disposed of correctly.
• Provide feedback to the product and quality assurance teams on potential improvements based on return and claim trends.
• Handle customer complaints with empathy and professionalism, turning negative experiences into positive outcomes.
• Communicate with internal customers to resolve issues
• Collaborate with Customer, Sales, & Logistics to implement order pattern optimizations & efficiencies.
• Escalates issues appropriately and promptly to ensure optimum customer satisfaction.
• Work cross-departmentally to ensure you are providing accurate, up-to-date information.
• Advocate for Schumacher clients by tracking and reporting shortcomings in current customer experience to various teams across the organization

YOU HAVE/ARE:

• Excellent "can-do" attitude, strong work ethic, and great team spirit.
• Capable of thriving in a fast-paced and highly dynamic environment.
• Strong verbal and written communication skills
• A people person with a passion for providing a best-in-class customer experience
• Ability to multitask and change direction based on business needs
• Ability to work in a team environment
• Composed, professional, and an adept problem solver
• Proficiency in MS Office (including Excel, Outlook, and Word)
• Ability to give and receive honest and direct feedback
• Ability to work required overtime when business needs warrant it
• Experience with Zendesk a plus
• Prior experience in a customer service capacity
• Must be on-site at our Fort Mill, SC Distribution Center

ABOUT SCHUMACHER:

F. Schumacher & Co is a 134-year‐old interior design company that creates and distributes fabric, wallcovering and furniture to skilled businesses around the world. Our family‐owned company is synonymous with style, taste and innovation. Our collections are comprehensive, with an extraordinary range united by respect for classicism, an eye for the cutting edge, and an unparalleled level of quality.

But don’t be fooled! While we celebrate our storied heritage, we operate like a 134-year‐old startup. Our talented team is innovative and dynamic, and our culture is progressive and fun. In order continue our success; we are always looking for talented people that fit.

• Culture:  In our company, you’re judged by your ideas and results, not by your experience or title.  So, we encourage you to be thoughtful, casual, and to speak your mind.
• Development:  We strive every day to develop you and your colleagues for what we believe is a challenging and supportive business environment.
• Teamwork:  We believe that success and efficiency can only be a product of collaboration.  At FSCO, working together is the rule, not the exception.
• Innovation:  We have achieved success and longevity through innovation.  And we encourage experimentation and rule breaking.  Mistakes?  Those are things we embrace, talk about and learn from.
• Life balance: Focused, productive time is more important than long hours.  We believe in having enough time to be happy both in the office and out of it.