Customer Engagement Specialist

Job Description

Job Description

PURPOSE OF THIS POSITION:

This position is responsible for proactively communicating with our customers ensuring white glove service after the sale of custom window coverings. Additionally this person will support the operations of Gotcha Covered Grand Rapids by managing incoming shipments and product tracking.

GOALS AND ESSENTIAL FUNCTIONS:

• Communicate with customers and staff with politeness and accuracy via phone, email and text.
• Communicate with all customers the status of projects before, during and after installation.
• Work with the sales team and installers to ensure all installations meet and exceed client expectations.
• Be able to troubleshoot the full range of products sold by the company.
• Administration support to monitor product orders through manufacturer websites to track production and shipping status.
• Update internal project tracking documents to keep the team informed of order progress and expected delivery timelines.
• Assist in scheduling installations and coordinating logistics with clients and team members.
• Slotting packages and prepping motorized shades and accessories.
• Maintain accurate records of inventory, warranty claims, and service requests.
  Maintain a clean, organized and neat working environment in the showroom and warehouse area. Assist in showroom cleaning.
• Regularly update the sales team on order statuses, potential delays, and installation scheduling.
  Serve as a liaison between vendors, manufacturers, and the company to ensure smooth operations.

RELATIONSHIPS:

Internal: Collaboration and communication with all team members.

External: With clients, leads, vendors, sales representatives and other relevant business contacts.

QUALIFICATIONS:

• Proficient with Microsoft office, computer systems and internet. Word, Excel, Google, email and texting.
• Excellent communication skills, written and verbal. Must be willing to call customers and speak on the phone.
• Detail oriented and accurate work.
• High level of integrity as demonstrated by adherence to policies, procedures, rules and regulations and by professional conduct when dealing with persons internal and external to the company.
• Physical ability to lift up to 40lbs.