JOB DESCRIPTION

JOB TITLE: Customer Service and Quality Control Manager

EMPLOYER: Jacksonville Furniture Mart

DEPARTMENT: Customer Service and Quality Control

REPORTS TO: General Manager, Customer Service Director

EFFECTIVE DATE: 1/12/2022

SUMMARY: responsible for overseeing the customer service and quality control function of the Furniture Mart operation.

DUTIES AND RESPONSIBILITIES:

1. Manages all customer service calls and follow-ups.

2. Keeps customers updated on case status.

3. Keeps the customer service log up to date.

4. Manages customer service representatives and technicians.

5. Manages customer warranties.

6. Achieves customer satisfaction, including upper management in the customer service process as needed.

7. Manages scheduling of the customer service technician including logistics.

8. Negotiates with both customers and vendors on Furniture Mart's behalf.

9. Manages the donation/disposal of merchandise when needed.

10. Manages all quality control inspections to catch problems before delivery or pick up.

11. Organizes all information on all customer service cases carefully.

12. Communicates well with customers and vendors through written and verbal communications including email.

13. Manages schedule carefully to keep current on all cases.

14. Manages relationships and operations with third party service providers.

15. Manages physical and digital inventory of all repair/replacement parts and merchandise carefully.

16. Communicates with the accounts payable department regarding status of customer service cases when it applies to the payment of invoices or taking credits.

17. Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

1. Directly supervises 2 employees within the Customer Service and Quality Control department(s).

2. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

3. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

1. Associate's Degree (AA) or equivalent from a two-year college or technical school, or six months to one year related experience and/or training, or equivalent combination of education and experience.

2. Computer skills required: Spreadsheet Software (Excel); Inventory /Retail management Software; Word Processing Software (Word); and Internet Browser.

3. Other skills required:

a. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

b. Basic furniture touch-up and repair preferred.

COMPETENCIES:

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Analytical - Designs workflows and procedures.

Design - Generates creative solutions; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.

Change Management - Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Managing People - Takes responsibility for subordinates' activities; Makes oneself available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.

Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals; Analyzes market and competition and adapts strategy to changing conditions.

Cost Consciousness - Develops and implements cost-saving measures.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

1. Frequently required to stand.

2. Frequently required to walk.

3. Frequently required to sit.

4. Frequently required to utilize hand and finger dexterity.

5. Occasionally required to bend, stoop, kneel or crawl

6. Continually required to talk or hear

7. Occasionally required to taste or smell

8. Occasionally work around fumes, airborne particles, or toxic chemicals

9. While performing the duties of this job, the noise level in the work environment is usually moderate

10. The employee must occasionally lift and /or move more than 15 pounds.

11. Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus

12. Additional remarks regarding work environment: Some exposure to furniture repair products and chemicals.