Customer Service Representative

F. Schumacher & Co. is an innovative interior design company that is disrupting the $150 billion-dollar global interior design industry. We are a technological leader on the design frontier, constantly pushing boundaries and striving for excellence. With over 500+ employees and growing, we are driven by a shared belief that design transforms life. We are dedicated to the mission of helping our customers “celebrate the feeling of home”. Schumacher designs and produces some of the most beautiful fabrics, wallcoverings, trims, furniture, and accessories in the world. Our portfolio of products is broad, but they are united by a passion for design, a thirst for what is next, an appreciation for what’s come before, a drive to make our products with enormous care and attention to detail. Schumacher is a globally recognized company with a myriad of showrooms both domestically and internationally.

About The Role:

We are looking for a customer-oriented service representative. This role will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The goal of this team is to ensure excellent service standards, provide efficient and accurate responses to customer inquiries and maintain high customer satisfaction.

We are hiring customer service representatives who are genuinely excited to help customers. This role is great for someone who loves to talk and understands the value of good communication skills. Problem-solving is an important piece of this team and requires us to be confident in troubleshooting and investigating if there is not enough information to answer customer questions or resolve complaints.

Job Responsibilities:

• Manage a large volume of incoming phone calls, emails, and chats within set standard level agreements.
• Process customer return and claim requests in a timely and efficient manner, adhering to company policies and procedures.
• Communicate with customers via phone, email, and chat to guide them through questions and inquiries.
• Handle customer complaints with empathy and professionalism, turning negative experiences into positive outcomes.
• Communicate with internal customers to resolve issues.
• Collaborate with customers, Sales, & other support departments to implement order pattern optimizations & efficiencies.
• Escalates issues appropriately and promptly to ensure optimum customer satisfaction.
• Work cross-departmentally to ensure you are providing accurate, up-to-date information.
• Advocate for Schumacher clients by tracking and reporting shortcomings in current customer experience to various teams across the organization.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Meet personal/customer service team sales targets and call handling quotas.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Have baseline knowledge of all Schumacher products, offerings, and services.
• Support AUS order processing.
• Review and process trade applications.
• Update and maintain customer records.

This is Hybrid Role, and you will be based Onsite 4 Days Week in our beautiful NYC Corporate Headquarters. 

Job Qualifications:

• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• A people person with a passion for providing a best-in-class customer experience
• Excellent verbal and written communication skills
• High level of ownership, accountability, and initiative
• Ability to multitask and change direction based on business needs
• Forward-thinking—our team is always growing and evolving!
• Composed, professional, and an adept problem solver
• Proficiency in MS Office (including Excel, Outlook, and Word)
• Prior experience in a customer service capacity

Benefits Package:

Your well-being is our top priority. Our benefits and total compensation are designed for the whole person, caring for both you and your family.

Wealth Benefits:

• Competitive Salary

• Corporate Annual Profit Sharing

• 401K Plan

Health Benefits:

• Dental Coverage

• Medical Coverage

• Prescription Drug Plan

• Vision Coverage

• Health Savings Account (HSA)

• TELADOC

Other Benefits:

• 25 Days Paid Time Off (PTO)

• 10 Company Holidays

• Bereavement Leave

• Life Insurance

• Flexible Spending Accounts (FSA)

• AFLAC Plans (Accident and Critical Illness Plans)

• Pet Insurance

• Short-Term Disability (STD)

• Long Term Disability (LTD)

• Parental Medical Leave

• Child Bonding Leave

• Employee Discount

F. Schumacher & Co. is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.