Customer Account Representative

York Design Group is a global leader in designing, manufacturing, marketing, selling, and distributing high-quality wall décor products across over 80 countries. Our product range includes both residential and commercial wallcoverings, murals, peel & stick tiles, and decorative peel & stick wall decals. Known for innovation and style, York Design Group is passionate about transforming spaces through our wide array of diverse brands.

We are looking for an experienced Customer Service Representative that will be responsible for servicing our Wallcovering Retail accounts and Designer market from within our Sales and Service team by performing order placement, responding to inquiries via phone and email, and developing relationships with customers to provide superior service and satisfaction of customer needs.

PRIMARY DUTIES

• Respond to a high volume of retailer calls and emails about key orders, stock availability, pricing, ship dates, inventory issues, expedited delivery, and product quality complaints, including replacement of defective materials.
• Work with the QC team to investigate and resolve customer claims for defective product, and keep the customer informed until the claim is resolved to their satisfaction.
• Accurately enter incoming orders received by phone and email.
• Post order and shipment updates to customer accounts through their online portals.
• Relay customer needs and requests to the appropriate internal teams, such as Sales and QC.
• Follow up with customers on special requirements or oversee requests via variety of communication channels.
• Manage inquiries and questions from sales team and provide accurate information.
• Strengthen relationships and communications with the goal to add sales volume.
• Establish good relationships with customers
• All other duties as assigned

EDUCATION & EXPERIENCE 

• High school diploma, GED
• 5+ years’ experience in Sales and Service or Call Center Environment
• Excellent communication skills
• Proficient computer skills with MS Office, with particular focus in Microsoft Excel
• Possess accuracy, attention to detail, and organizational skills
• Ability to multi-task and work in a fast-paced, call center environment.
• Great problem-solving aptitude