customer service manager - New York, United States - VALLI & VALLI USA INC

Description

Job Description

Job DescriptionJob description
Company Background

Valli & Valli USA, a wholly-owned subsidiary of ASSA ABLOY, provides luxury door hardware in contemporary and traditional designs from some of the most recognizable names in the industry. Our mission is to delight our customers by creating high-end styles, providing world-class customer support and relentlessly advocating for customer needs. In return we offer a balanced work environment, with company paid medical, dental, and vision benefits. Other benefits offered include a generous 401k matching, along with paid sick and vacation time.

We are seeking a uniquely qualified individual to assist with the day-to-day demands of our office.

Responsibilities

Your primary responsibility will be to provide exceptional customer service to our clients, potential customers and sales reps.

• Actively engage with phone/email customers to fully identify needs, respond to inquiries or questions, and offer timely quality solutions.
• Provide technical support to customers.
• Determine best method to resolve problems to ensure customer satisfaction and company adherence to policies.
• Enter and Process customer orders, handle customer service calls & emails checking stock and providing order status customers via telephone and email.
• Work to assess, research and resolve customer inquiries & issues in a timely manner
• Provide general information, order status, check stock and technical support, as needed by customers/end users/architects
• Communicate with customers on discrepancies and/or delivery conflicts
• Produce Quotes for Retail and Project Sales Orders & Proposals
• Assess inventory levels and submit Purchase Orders to Vendors for inventory stock & custom order fulfillment
• Oversee all Order Entry for accuracy & QC
• Upload inventory to system and assign to work orders
• Work closely with operations and management to create a proactive customer support strategy and maintain operational productivity
• Work cross functionally to maintain consistent communication including weekly team meetings, reports distribution and department updates
• Manage Customer Returns process & Issue RGAs
• Proactively communicate with Italy Operations to obtain informational updates on production, delivery schedules, specific projects and technical matters
• Complete or assist with ad-hoc tasks and projects, as necessary
• Suggest, Develop and implement improvements to existing operational procedures in order to maximize efficiency
• Uphold Item Maintenance, Assemblies and Customer Maintenance files in system
• Promote goodwill and convey a positive image of the Company

Qualifications and Skills:

• High School diploma or equivalent required; some college is preferred
• Minimum of three years of administrative/customer service/operations experience
• Proficiency with Microsoft Office suite
• Good interpersonal skills; responds to all customer inquiries in a polite and timely manner
• Solid analytical, creative, and problem-solving abilities
• High degree of ownership for work product, a sense of urgency and strong follow-through
• Able to work well independently
• Able to assist, direct, and coordinate others
• Ability to communicate effectively and professionally
• Knowledge of Doors, Wood Doors and Finish Hardware a big plus.
• Pricing knowledge / experience helpful
• Experience or/ Ability to learn AS400