Customer Care Coordinator

Purpose:  This position will play an essential role in providing customer support for general questions, scheduling deliveries and updating customers on resolutions or projected arrival dates of furniture.

Essential Functions:

• Superior customer service skills with a can-do positive attitude to connect with respect.
• Ability to handle a high volume of calls and can multi-task across various channels to ensure the customer’s needs are met.
• Knowledgeable on product, processes and policies to quickly solve a customer’s concern.
• Ability to keep Queue’s up to date and ensure customers are followed up with on a timely basis through thorough note taking and documentation.
• Ability to determine when to elevate an escalated customer to a specialist or management and follow up to ensure the customer has been taken care of.
• Must support GrandBrand Core Values on a daily basis.
• Must be able to work a schedule that supports the needs of the business.

Position Responsibilities:

• Contact customers to schedule deliveries for all items that are currently available.
• Manage all delivery scheduling functions for assigned stores.
• Utilize system information and reports to identify deliverable orders.
• Communicate with customers in advance and after the delivery is complete to ensure we are meeting the needs of the guests.
• Give updates for arrivals product arrival dates
• Intake on a vast array of subject matter concerning the service process

Physical Demands / Environment :

• This is an office role so multiple hours spent at a desk with a computer. Ability to work a schedule that meets the needs of the business, including weekends and holidays.

Tools / Equipment:

• Must be proficient in Microsoft Office, and inventory control programs.

Qualifications:

• Must be proficient in Microsoft Office.

Education and Training

• College degree preferred. 1 year of customer service or call center experience preferred.

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.

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.

Visual Merchandise Specialist

Reports to: Buying
Department: Nonexempt

Purpose: The Store Merchandising Specialist provides support, merchandising /design and facility functions so that each Guest has an exceptional GrandBrands experience. This involves assistance with inventory receipt, merchandise care, tagging, visual merchandising, product display, facility maintenance and quarterly floor setting. The Store Merchandising Specialist is accountable for providing outstanding service, maintaining accurate inventories and showroom appearance.

 

Essential Functions:

• Assists the Visual Merchandise Manager in executing visually appealing, well-balanced store product displays
• Assists in minimizing loss of company assets
• Work directly with the floor support associates to enable each location to have the required furniture on the floor, or removed as needed.  This includes moving  display furniture when needed
• Assists in cataloging damaged goods
• Completes damaged goods process
• Assists in organizing the store stores and maintaining a clean appearance
• Assists in the inventory process
• Participates actively in meetings with supervisor and manager
• Develops high levels of knowledge on promotions and store functions
• Maintains consistency and integrity of showroom design standards
• Contributes to development of prototype designs and elements
• Participates in new store showroom set-ups per GrandBrands standards

 

Job Requirements

Knowledge, Skills and Abilities:

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

• Excellent guest service skills

• Computer literacy
• Excellent communication skills
• Enthusiastic, friendly, and energetic with a genuine desire to provide outstanding service  
• Effective and professional communication
• Excellent time management skills
• Strong skills working with the Internet & Microsoft Suite – Outlook, Excel & Word
• Effectively work on multiple projects simultaneously
• Maintain confidentiality
• Ability to travel on a regular basis
• Demonstrate a flair for style and problem solving techniques
• Be able to flourish in both an individual and team environment
• Be able to perform light to moderate physical work when assisting with store set-ups

 

Qualifications

Required Experience:

• Experience in design industry as Interior Designer or related is desired

 

Education:

• High School diploma or GED

Working Conditions

Mental Demands/Physical Demands/Environment Factors:

• Communicate with diverse population
• Ability to work as part of a team
• Stands, walks and moves to different locations as needed
• Multiple retail environments
   

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.

 

Shuttle Driver

Job Title:                    Delivery Driver -Shuttle/Repo Drivers
Reports to:                 Asst. Distribution Center Manager
Department:               Distribution Center

Purpose: The Deliver Driver must ensure safe operation, loading and unloading of a given delivery truck. The Delivery Driver ensures safe and timely deliveries to customer locations. The Driver will maintain vehicle(s) with correct fluids, clean interior/exterior and timely completion of delivery records. The Delivery Driver ensures all deliveries are made to customer's place of business and/or job site.

The Delivery Driver Associate will work in a team environment to meet overall Distribution Center production goals and objectives.  The Delivery Driver assists with cleanliness throughout the Distribution Center and ensures a safe working environment

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.
• Responsible for the condition of truck and responsible to write daily truck maintenance reports.
• Supervise work of Delivery Helper.
• May inspect and touch up merchandise prior to loading.
• Verify the contents of inventory loads against shipping papers. 
• Obey traffic laws and follow established traffic and transportation procedures.
• Backup Distribution Center duties when not on a delivery.
• Operate vehicle in a safe and courteous manner.
• 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

 

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 be Department of Transportation qualified and keep all licenses and other required documents current.
• 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.)
• 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, working overtime is sometimes required.
• 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.

VIP Driver

Job Title:                    Delivery Driver -Shuttle/Repo Drivers
Reports to:                 Asst. Distribution Center Manager
Department:               Distribution Center

Purpose: The Deliver Driver must ensure safe operation, loading and unloading of a given delivery truck. The Delivery Driver ensures safe and timely deliveries to customer locations. The Driver will maintain vehicle(s) with correct fluids, clean interior/exterior and timely completion of delivery records. The Delivery Driver ensures all deliveries are made to customer's place of business and/or job site.

The Delivery Driver Associate will work in a team environment to meet overall Distribution Center production goals and objectives.  The Delivery Driver assists with cleanliness throughout the Distribution Center and ensures a safe working environment

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.
• Responsible for the condition of truck and responsible to write daily truck maintenance reports.
• Supervise work of Delivery Helper.
• May inspect and touch up merchandise prior to loading.
• Verify the contents of inventory loads against shipping papers. 
• Obey traffic laws and follow established traffic and transportation procedures.
• Backup Distribution Center duties when not on a delivery.
• Operate vehicle in a safe and courteous manner.
• 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

 

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 be Department of Transportation qualified and keep all licenses and other required documents current.
• 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.)
• 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, working overtime is sometimes required.
• 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.