Credit Relationship Coordinator

Purpose: The credit relationship coordinator position is designed to support the GrandBrands Customer Service Department and Retail Stores.  This position primary responsibility involves processing customer-financed contracts and contacting customers regarding their accounts.   This position will provide strategic management of accounts and relationships with customers in the following areas:

• Processing new and add-on contracts
• Maintaining customer records
• Processing payments

The Credit Relationship Coordinator position is a entry-level position and supporting role within the GrandBrands customer service department.  Interested candidates should excel in customer service, listening phone skills, resolving conflict and identifying customers’ needs with account management, multi-tasking and quality assurance.

Essential Functions:

• Greet and welcome guests in a professional manner
• Opens new guest accounts and provides information to new and prospective guest by explaining GrandBrands products and services
• Provide in-person and by-telephone general and specific related information concerning GrandBrands products or policies
• Respond to guests’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance.
• Answer questions, provide information and/or route calls appropriately
• Processes all guests’ transactions in person and/or via phone
• Utilizes tact and experienced-based knowledge to research and resolve guest inquiries explaining specific policies, procedures, products and/or services

Job Requirements

Knowledge, Skills and Abilities:

• Good organizational, written, telephone and verbal communication skills
• Good communication, analytical and interpersonal skills for communications involving guest and coworkers
• Multi-tasking with phones and customers in-person.
• Ability to work with a high sense of urgency and take personal initiative
• Effective problem solving skills

Qualifications

Required Experience:

• Previous customer service experience
• Proficiency in MS applications (Word, Excel, PowerPoint)
• A desire to excel and achieve excellence
   

Education:

• High School diploma or GED
   

Working Conditions

Mental Demands/Physical Demands/Environment Factors:

• Communicate with diverse population
• Capable of working independently without supervision
• Be able to sit and stand for long periods of time
• Ability to work as part of a team

• Ability to work overtime
   

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

 

Sales Associate

Reports to: Store Manager
Department: Sales
Status: Commission

Purpose: Sales Associates are vital to delivering the guest experience that offers a distinctive shopping experience and drives sales results. While all positions within GrandBrands require working as part of a team to meet department and store objectives, your individual responsibilities as a Sales Associate may include demonstrating outstanding guest service and selling skills.             

 

Essential Functions:

• Meeting and making a connection with guests, asking questions and listening to their needs, then giving options and advice on meeting those needs.

• Inspiring the guest to purchase, celebrating the purchase, and creating a lasting positive impression of you, GrandBrands and the overall experience.
• Maintain a professional attitude with sincerity and enthusiasm reflecting GrandBrands’ commitment to our guests – the most important person in our stores.
• Develop product knowledge by reading current vendor tags and pamphlets and attending training classes in order to communicate it to the guest.
• Maintain sales goals and selling standards as specified by management.
• Must be able to produce a level of sales required by management and GrandBrands by connecting with guests, selling products, and meeting their needs.
• Reinforce guest selection (Opening the Sale).
• Give suggestions and add-ons sales.
• Explain special financing plans, delivery procedures, warranties, etc.
• Produce and maintain a level of sales goals required by management and serving guests by selling products and meeting their individual product & service needs.
• Utilize all channels available to maintain connections with our guests (personal contacts, letters, email, thank you notes and special promotional contacts).
• Coordinate delivery with guest and logistical personnel.  Follow up with guest on a timely basis before and after their pickup or delivery.
• Maintain and assist in keeping showroom attractive and neat.
• Accurately complete appropriate paperwork for all sales.
• Maintain working knowledge of automated systems relative to sales.

• Regular, dependable attendance and punctuality.

 

Job Requirements:

Skills and Abilities:

• Excellent verbal and written communication skills with the ability to communicate clearly and effectively in all situations

• Excellent guest service skills

• Knowledge of or ability to learn furniture styles and products
• Computer literacy
• Excellent communication skills

• Enthusiastic, friendly, and energetic with a genuine desire to provide outstanding service

 

Qualifications:

Required Experience:

• 2 – 5 years of sales experience, preferable in retail and/or furniture

Education:

• High School diploma or GED

 

Working Conditions:

Mental Demands/Physical Demands/Environment Factors:

• Mental Effort

• Communicate with diverse population

• Organizes others work

• Ability to work as part of a team

• Physical Requirements

• 90% Standing and walking/moves to difference locations as needed

• Working Conditions

• Retail environment

 

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

 

Driver Helper

Job Title:                    Driver Helper
Reports to:                 Dispatcher
Department:               Distribution Center

Purpose: The Driver Helper must ensure safe operation, loading and unloading of a given delivery truck.

The Driver Helper will work in a team environment to meet overall Distribution Center production goals and objectives. 

 

Essential Functions:

• Delivery and set up of furniture in customer’s home, removing old furniture when necessary.  Complete all paperwork involved.
• Meets or exceeds performance standards determined for each of the functions with assigned duties.
• Help with work orders as part of daily delivery route.
• Help upload freight trucks.
• May help unpack and sample merchandise to sales floor.
• May inspect and touch up merchandise prior to loading.
• Verify the contents of inventory loads against shipping papers. 
• Backup Distribution Center duties when not on a delivery.
• Perform other duties as assigned.

Secondary Duties

• Assists other departments as needed where trained
• Unloading
• Tagging
• Prepping
• Return to Stock
• Customer Pick Up
• Delivery Driver Helper
• Recycling
• Cleaning
• Assembly
• Cycle Count
• Lift Driver

Perform other duties as assigned.

 

Job Requirements

Knowledge, Skills and Abilities:

• Strong verbal and written communications skills.
• Ability to effectively communication with customers and associates.
• Problem solving skills.
• Must be able to read maps and follow oral and written instructions

 

Qualifications

Required Experience:

• Must have and maintain a clean driving record; if the employee is no longer able to drive then the employee may demoted or termination

Education:

• High School diploma or GED.

 

Working Conditions

Mental Demands/Physical Demands/Environment Factors:

• Arrive to work on time and fit for duty
• Use needed safety equipment as required for each job
• Wear appropriate safety (steel-toed boots) shoes at all time on the job site
• Follow work instructions and procedures as defined by GrandBrands
• Capable of working independently without supervision
• Be able to sit and stand for long periods of time
• Ability to pass a lift assessment with push/pull of 250 pounds with or without reasonable accommodations
• Ability to physically move furniture/merchandise utilizing hand truck as necessary
• Ability to operate material handling equipment (i.e. stock picker, electric pallet jack, etc.)
• While performing the duties of this Job, the employee is regularly exposed to outside weather conditions and vibrations. The employee is occasionally exposed to moving mechanical parts or to fumes or airborne particles. The noise level in the work environment is usually moderate.

 

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

External Service Technician

Purpose:

The External Service Technician is responsible for varying levels of repair and restoration of furniture pieces. Their work is performed in the customer's home. The External Service Technician identifies the level of repair needed and determines the type of tool, equipment and parts needed to repair the piece. The pieces include, but are not limited to upholstery, case goods, table and leather refinishing and fabrication. The External Service Technician repairs the piece per standard operating procedures and company standards. Once the repair is complete, the External Service Technician ensures that the customer is satisfied with the repair. The External Service Technician will work in a team environment to meet overall Distribution Center production goals and objectives. The External Service Technician assists with cleanliness throughout the Distribution Center and ensures a safe working environment.

Essential Functions:

• Repairs damaged merchandise

• Meets or exceeds performance standards determined for each of the functions with assigned duties

• Repairs customer's damaged merchandise
• Order parts and compiles daily work sheets (Technician is required to keep and submit all paperwork and records as required by departmental and GrandBrands policy)
• Maintenance of repair equipment and tools
• Leather/Vinyl Furniture –Technician will be required to make professional level L/V repairs including rips and tears, filling and curing, coloring, topcoat, sewing and any other repairs necessary to restore company and customer furniture to original factory condition, or to maximize value.
• Wood Repairs – Technician will be required to make professional level case good repairs including filing, coloring, gluing, veneer, case frame and any other repairs necessary to restore company and customer furniture to original factory condition, or to maximize value
• Upholstered Furniture – Technician will be required to make professional level upholstery repairs including fabric, sewing, frame, mechanisms, electric components, springs, cushioning, and any other repairs necessary to restore company and customer furniture to original factory condition to maximize value
• Demonstrate a high-level of attention to detail and professionalism at all times
• Ability to travel over the road for after purchase repair in the homes of customers
• Provide accurate details, descriptions and assessments
• Perform other duties as assigned.

 

Secondary Duties

• Assists other departments as needed where trained

• Internal Service Technician
• Quality Control
• Lift Driver
• Cycle Count
• Assembly
• Customer Pick Up
• Tagging
• Return to stock
• Driver Helper
• Prepping
• Unloader
• Recycling
• Parts
• Cleaning

 

Job Requirements

Knowledge, Skills, and Abilities:

• Excellent/professional oral and written communication skills with both internal and external customers and peers
• Excellent listening skills
• Ability to process and understand customer responses
• Provides outstanding customer service to our customers while adhering to established company policies and procedures
• Furniture repairs
• Color matching and blending wood repairs
• Skilled at burn-ins
• Knowledge on graining
• Artistic eye needed
• Upholstery Skills, structural and mechanism replacements a plus but not required
• Experience using hand and electrical tools to assemble furniture
• Subject to drug and alcohol testing if involved in an accident or safety violation
• Must have and maintain a clean driving record; if the employee is no longer able to drive then the employee may demoted or termination

 

Qualifications

Required Experience:

• In-home or Distribution Center Furniture Repair 1 year of experience

Education:

• High School diploma or GED

 

Working Conditions

Mental Demands/Physical Demands/Environment Factors;

• Arrive to work on time and fit for duty
• Use needed safety equipment as required for each job
• Wear appropriate safety (steel-toed boots) shoes at all time on the job site
• Follow work instructions and procedures as defined by GrandBrands Management Team
• Capable of working independently without supervision
• Be able to sit and stand for long periods of time
• Ability to pass a lift assessment with push/pull of 250 pounds with or without reasonable accommodations
• Ability to physically move furniture/merchandise utilizing hand truck as necessary
• Ability to pass required safety training program
• Pass a company paid Post Offer Pre-Hire drug.
• Ability to work as part of a team
• Ability to work overtime
• While performing the duties of this job, the employee is regularly exposed to outside weather condition. The employee is occasionally exposed to moving mechanical parts or to fumes or airborne particles. The noise level in the work environment is usually moderate

 

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

 

Internal Service Technician

Purpose: The Internal Service Technician is responsible for varying levels of repair and restoration of furniture pieces. Their work is performed in the Distribution Center. The Internal Service Technician identifies the level of repair needed and determines the type of tool, equipment and parts needed to repair the piece. The pieces include, but are not limited to upholstery, case goods, table and leather refinishing and fabrication. The Internal Service Technician repairs the piece per standard operating procedures and company standards. Once the repair is complete, the Internal Service Technician completes all administrative processes to place merchandise back into inventory. The Internal Service Technician will work in a team environment to meet overall Distribution Center production goals and objectives.  The Internal Service Technician assists with cleanliness throughout the Distribution Center and ensures a safe working environment.

 

Essential Functions:

• Meets or exceeds performance standards determined for each of the functions within assigned duties.
• Repair and touch up merchandise that was damaged in the Distribution Center, by a consumer or vendor, by using the following methods and materials:
• Burn-in Soft Fill Bondo
• Use dry powders for color
• Use aerosol lacquers and shading lacquers
• Buff fine scratches from dresser, nightstands and tabletops
• Glue and clamp components
• Perform repairs in a fast paced environment
• Enter accurate records in all systema of all repairs specifying if the damage was created in-house or by the vendor
• Maintain and perform at the necessary productively level on a daily basis.
• Performs additional functions as necessary
• Deluxing of all outbound furniture prior to delivery to ensure no damages are present and all parts are included
• Inspect and repair/service all merchandise sold and delivered prior to or following loadout/delivery
• Manager repairs/metrics in Distribution Center

 

Secondary Duties

• Assists other departments as needed where trained
• Quality Control
• Lift Driver
• Cycle Count
• Assembly
• Customer Pick Up
• Tagging
• Return to stock
• Driver Helper
• Prepping
• Unloader
• Recycling
• Parts
• Cleaning

 

Job Requirements

Knowledge, Skills and Abilities:

• Excellent/professional oral and written communication skills with both internal and Internal customers and peers
• Excellent listening skills
• Ability to process and understand customer responses
• Provides outstanding customer service to our customers while adhering to established company policies and procedures
• Must be able to match colors and be familiar with using Mohawk or similar touch up products
• Furniture repair or refinishing experience preferred
• Ability to touch ups repairs and upholsters furniture
• Excellent communication skills required
• Subject to drug and alcohol testing if involved in an accident or safety violation

 

Qualifications

Required Experience:

• Basic knowledge of shop tools, repair materials
• Furniture Repair experience preferred

Education:

• High School diploma or GED

 

Working Conditions

Mental Demands/Physical Demands/Environment Factors;

• Arrive to work on time and fit for duty
• Use needed safety equipment as required for each job
• Wear appropriate safety (steel-toed boots) shoes at all time on the job site
• Follow work instructions and procedures as defined by GrandBrands Management Team
• Capable of working independently without supervision
• Be able to sit and stand for long periods of time
• Ability to pass a lift assessment with push/pull of 250 pounds with or without reasonable accommodations
• Ability to physically move furniture/merchandise utilizing hand truck as necessary
• Ability to pass required safety training program
• Ability to work as part of a team
• Ability to work overtime, working overtime is sometimes required.
• While performing the duties of this job, the employee is regularly exposed to outside weather condition. The employee is occasionally exposed to moving mechanical parts or to fumes or airborne particles. The noise level in the work environment is usually moderate.

 

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.