Customer Relationship Coordinator

Reports to: Customer Relationship Manager
Department: Connections
Status: Non-Exempt

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/Assistant Warehouse Manager
Department:               Distribution Center

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

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.

General Warehouse Associate

Purpose:

The General Warehouse Associates primary role is to become certified and flex between departments as needed to include Lift Driver Dept, Staging Dept, Receiving Dept, RTS Dept, Customer Pick-up Dept, Repo Dept, and Floor Support.

Essential Functions:

• Perform the picking, pulling for the delivery and customer pick up areas
• Receives, and assembles furniture and other related products per furniture plans and blueprints, using small hand-held power tools
• Load and position merchandise into delivery line in reverse loading order
• Check all merchandise off manifest by SKU and description as it is loaded (e.g. if the order calls for a queen headboard and it is a full headboard, do not load the incorrect merchandise)
• Open all case goods and ensure setup is ready along with hardware
• Inspect all merchandise and ensure there is no damage
• Receives and unloads merchandise both manually or with equipment such as forklifts and hand dolly
• Unload and unpack new merchandise shipments, and prepare them for the selling floor by preparing merchandise to include assembly, cleaning the product, and attachment of accessories if needed
• Deliver new merchandise to the appropriate department for placement on the selling floor or stock area

Job Requirements

Knowledge, Skills and Abilities:

• Strong verbal and written communications skills
• Problem solving skills
• Ability to give attention to detail

Qualifications

Required Experience:

• Distribution 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
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
• Arrive to work with proper dress code requirements
• 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 of 50 lbs unassisted
• 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 conditions.

 

Benefits

• Competitive pay scales
• Bonuses and rewards based on performance
• Opportunities to advance in your career
• Internal training program
• Health, Dental, & Vision Insurance
• 401 (K) Retirement Plan
• Paid Holidays
• Generous Employee Discount

 

Part time Office Associate

Purpose: The Customer 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 Customer 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.