Kitchen, Bath & Lighting Store Customer Service Coordinator (Remote with Regional Travel)

First Supply LLC is a family-owned business that has been operating for over 125 years, providing a wide range of products and services in the kitchen and bath industry. The Kitchen, Bath & Lighting Store Customer Service Coordinator is responsible for enhancing customer service experiences, managing product orders, and supporting showroom operations within the Northern Region.

Responsibilities:

• Conduct internal salesperson follow-up as necessary to address customer/order issues, assess customer satisfaction and promote alternate options as needed
• Deliver exceptional service in a manner that meets K, B, & L Store and First Supply profit objectives including but not limited to minimizing delivery costs, minimizing rate of returned products outside of manufacturer defects, maximizing gross profit by supporting store sales growth
• Manage product orders beyond quotation and order entry stages, including procurement from vendors when required, tracking vendor purchase orders, facilitating solutions for fulfillment and allocation issues, scheduling product delivery by First Supply or third-party services, and communicating order status to the sales associated and/or customer as necessary
• Maintain a cyclical order follow-up system to ensure all orders reach completion, focusing on efficiency, thoroughness, attention to detail, and workload management
• Work with store teams and managers to drive invoicing as it relates to order fulfillment and completion
• Coordinate and conduct KB&L Chat feature
• Provide support and order management solutions as needed for KB&L E-commerce
• Coaching teams on First Supply systems and standard operating procedures including our ERP system and any other processes required for in-store operations
• Other duties/responsibilities as assigned by leadership

Requirements:

• Experience in customer service, data entry/order management or sales environment preferred
• Knowledge of Kitchen & Bath products, sales, installation, or service preferred
• Computer knowledge and skills with the ability to learn First Supply's business system
• Possess critical thinking skills with the ability to evaluate and utilize information including but not limited to customer preferences, vendor information, company capabilities, and operational process
• Ability to communicate information and ideas effectively with vendors, customers and internally by telephone, email, and in person
• Ability to read, speak, understand, and write English
• Ability to add, subtract, multiply, and divide all units of measure
• Satisfactory score on the Wonderlic Personnel Test and/or Caliper Assessment
• Valid drivers license and a driving record which meets underwriting standards
• Ability to travel up to 5-10% of time for site visits within KBL Northern Region
• Attendance on a regular and consistent basis