Consumer Services Support Associate

Job description

Sauder Family Companies is a family-owned group of manufacturing businesses headquartered in Archbold, Ohio. Across Sauder Woodworking, Sauder Building Products, and Sauder Manufacturing, we design, manufacture, and market furniture, cabinetry, closets, and specialized commercial furnishings that serve customers throughout North America. With a legacy spanning more than 90 years, we are united by a commitment to craftsmanship, innovation, customer service, and creating opportunities for our team members and communities. ________________________________ Sauder Woodworking is North America’s leading producer of ready-to-assemble furniture and one of the top five residential furniture manufacturers in the United States. We are seeking a motivated, customer-first professional to join our Consumer Services team. As a Consumer Service Support Associate, you will deliver an exceptional experience with every interaction by providing honest, friendly, timely, and knowledgeable service. If you are a strong collaborator, an eager learner, and someone who thrives in an upbeat, engaging inbound contact center environment, this may be the career opportunity you’ve been looking for. Sauder Consumer Services is a nationally recognized Center of Excellence*. We provide warranty service for replacement parts, assembly assistance, and product information by email, phone, and chat Monday through Friday, 8:30 AM to 5:00 PM ET. Check out this video to learn more about our CS position! KEY RESPONSIBILITIES • Communicates directly with consumers by phone, email, and chat • Provides accurate product, assembly, warranty, and replacement part information • Accurately processes orders in accordance with established best practices • Collects, documents, and shares consumer feedback thoroughly and accurately • Meets department expectations for productivity and contact quality metrics QUALIFICATIONS Essential Knowledge & Skills Excellent written and verbal communication skills • Handles emails, calls, and chats with professionalism and care • Communicates clearly and effectively using proper grammar and punctuation Strong multitasking skills • Navigates multiple applications while managing customer contacts efficiently • Processes orders and shares information accurately, efficiently, and professionally • Follows established procedures and best practices consistently Problem-solving and decision-making skills • Actively listens and asks clarifying questions when needed • Collaborates with others to evaluate options and identify solutions that deliver the best results • Applies both creative and analytical thinking to resolve issues • Demonstrates basic math skills Attention to detail • Reviews work carefully for completeness, accuracy, and quality • Completes repetitive or routine tasks with consistency and attention to detail • Follows required procedures to ensure tasks are completed thoroughly and correctly Patience and empathy • Recognizes customer concerns and responds with understanding and professionalism • Responds respectfully and without judgment • Builds trust through positive, helpful, and reliable service Technical proficiency • Proficient in Microsoft Office applications • Learns new software applications quickly and confidently • SAP experience is a plus Strong time management skills • Performs consistently within department metrics and expectations • Works toward individual goals with focus and accountability Cognitive agility • Adapts quickly and shifts priorities or approaches as needed • Remains open to new ideas, feedback, and process improvements • Participates in projects or tasks outside of daily responsibilities as needed Education & Experience • Associate degree, professional certification, or equivalent combination of experience and training preferred • Previous customer service or contact center experience is a plus PAY SUMMARY Expected offer range: $19.50/hour - $22.95/hour. The actual salary will be based on factors such as relevant experience and skills. The max salary listed is not the top of the pay band. PHYSICAL DEMANDS The physical demands described below are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 50 pounds. Assembly of ready-to-assemble furniture is required for training purposes. *Center Of Excellence is certified by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry. We believe that all people are capable of great things. Because of this, we encourage you to apply even if you do not meet all of the requirements that are listed within this job description. Sauder is a family company, so we believe in a healthy work-life balance for our employees. We want employees to know their time here is more than just a job--they can build a life-long career at Sauder. We have a culture of continuous improvement and internal advancement. We provide 3 weeks of vacation and a full benefit package beginning at 30 days. Other perks include 401(k), a company-funded health savings account, free counseling, furniture discounts, and tuition reimbursement. Equal Opportunity/Affirmative Action Employer M/F/Disabled/Veteran