Essential Duties and Responsibilities

• Responsible for knowing the difference between the 3 different types of services provided by the department: Export Orders, USA Orders, and IST.
• Make sure that all phone calls and e-mails are being answered within the same day received.
• Support and take immediate action and follow up with customer service issues received by phone or e-mail.
• Create proper documentation for the customers service request.
• Review department reports weekly in order to guarantee maximum efficiency and accuracy in the decision-making process.
• Provide support to all sales associates and leaders when they have questions or concerns.
• Responsible for processing delivery claims.
• Interact with the various departments at El Dorado Furniture in order to provide timely and accurate solutions to customers.

Export Orders

• Confirm all Export Orders are systematically ready.
• Receive and review Bill of Ladings, Certificate of Origins, and Commercial Invoices for Export Orders.
• Verify and make sure that El Dorado Furniture and the delivery company picking up the Export Orders have the same booking number.
• Execute the White Glove – Diamond Process once the Export orders have left the Distribution Center and after the customer receives their delivery.
• Update the customer’s order in loft with comments.
  
  
  

USA Orders

• Coordinate and schedule Drop-off and USA Orders pick-ups with the corresponding delivery companies.
• Execute the White Glove – Diamond Process once the USA orders have left the Distribution Center and after the customer receives their delivery.
• Track customers’ orders and make sure that the promised delivery date was executed successfully.
• Responsible for calling customers after delivery and confirming the stops.
  
  
  

IST

• Responsible for following up with stores and making sure they received all requests.

Flow Control

• Must check inventory for accuracy and availability.
• Responsible for processing stop deliveries.
• Responsible for processing and systematically correcting merchandise coded as NIL.
• Responsible for the workflow of damaged merchandise.
• Responsible for finalizing delivered orders.

Qualifications

• Positive attitude
• Excellent phone etiquette, with the ability to handle a call from an upset customer in a professional manner.
• Able to identify and anticipate customer needs.
• Good listener with excellent communication skills.
• Ability to work with limited information.
• Quick learner, resourceful, flexible, able to prioritize and meet deadlines.
• Team player
• Multi-task with ability to manage projects.
• Excellent organizational skills.
• Detail-oriented
• Problem solving skills.
• Capable of working in a Distribution Center environment while keeping a positive attitude.
• Fluent in English and Spanish. Oral and written with excellent spelling grammar.
• Basic math skills required.
• Computer proficient and technology savvy.

Education and/or Experience

• Minimum High school Graduate.

Physical Demands

• Position is mainly sitting and standing.
• Some lifting is required.

Personal Protective Equipment (PPE)

• Steel toe shoes

Work Environment

• Distribution Center

EQUAL OPPORTUNITY EMPLOYER

El Dorado Furniture is an equal opportunity employer and does not discriminate on the basis of an applicant’s or employee’s race, color, religion, national origin, sex, age, disability, veteran or marital status, genetic information, citizenship, sexual orientation, or any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. DFWP. No questions on this Application are intended to secure information to be used for impermissible purposes. El Dorado Furniture is committed to complying with the Americans With Disabilities Act, as amended, and to providing reasonable accommodations to enable qualified applicants with disabilities to have equal opportunity to apply for job openings. Any applicant requiring assistance with our online application process or who needs to be accommodated due to a disability should contact Human Resources for assistance or request assistance from the location where you are applying. You may contact our Human Resources Recruiter at the following phone number 305-624-9700 Ext: 55374; dial “O” for the operator.

EOE/DFWP

Behaviors

• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well