Customer Service - Key Accounts

The Company: Hooker Furnishings Corporation, in its 100th year of business, is a designer, marketer and importer of case goods (wooden and metal furniture), leather furniture, accessories, and fabric-upholstered furniture for the residential, hospitality and contract markets. Hooker Furnishings also operates multiple showrooms in High Point, NC, Atlanta, GA, and Las Vegas NV, and administrative offices in Vietnam and China. The Position: The Key Account Manager (Customer Service Representative) is a member of a team located in our High Point, NC office. This is a great opportunity to learn about Hooker Furnishings and engage with team members, sales representatives, and customers! The purpose of Customer Care is to delight our customers by surpassing their expectations in innovative ways that create loyalty and tangible business growth. Accordingly, we are looking for an adaptable individual who loves working with people, is dedicated to giving superior customer experience with a positive attitude. This individual will: Develop positive account relationships and gain an intimate knowledge of all customer requirements to ensure that we exceed expectations relating to any regular operations processes and communication. Gain an intimate knowledge of assigned customer(s) requirements including new product set up, testing, labeling, shipment, paperwork, customer website maintenance, portals, etc. to ensure compliance and highest level of customer satisfaction. Lead Hooker through transitions with the account and troubleshoot changes that will be required as related to all internal departments. Manage daily processing of all incoming orders for assigned account(s), as well as managing and expediting orders to ensure on time shipments. Analyze product demand biweekly and forecast anticipated sales monthly for review with division presidents. Guide assigned accounts through the new product development process, providing necessary setup documents and information for customer’s portals, websites, etc. Create factory production as needed and direct the supply chain for your account’s proprietary goods. Manage daily processing of all after-shipment documentation for all container and/or warehouse shipments – This should primarily or completely be done in VN. Regular inventory analysis for all operational locations Weekly report on open orders, customer backlog, and on-time shipment/ booking performance shared with sales reps, executives, and buyers, noting any changes and/or issues that may need to be addressed.Visits to appropriate internal or customer operational locations as required. Monitor KPIs for your assigned accounts weekly Understand and mitigate the factors that affect your account’s profitability. Candidates that would be a great fit will have: Bachelor’s Degree (Equivalent experience will be considered in lieu of a Bachelor’s Degree) 3-5+ years of key account management experience. Strong analytical, organizational and communication skills. Ability to communicate and develop relationships within multiple levels of the organization. Demonstrated ability to define problems, analyze data and present viable solutions. Intermediate to advanced level of experience in Microsoft Excel required. Forecasting or planning experience a plus. Experience with D365 a plus Why should you apply? A company committed to DEI (Diversity, Equity, and Inclusion) values. Competitive compensation and bonus plan Successful and stable organization for over 99 years Multinational, global organization with 11 locations in the US and offices in Vietnam and China A caring, family-focused culture Strong corporate initiatives to continue to grow the organization. A culture that encourages forward-thinking, team-building, and creative problem solving Career development focus including training opportunities and leadership development programs. Tuition reimbursement program Emphasis on charitable giving and volunteering in our communities Focus on ESG (Environmental, Social, and Corporate Governance) Comprehensive medical, dental, vision plans including a generous employer health saving account (HSA) contribution each plan year. Matching 401k employer contributions Shift: Monday – Friday 8 am-5 pm. Once training is completed, a hybrid schedule may be available. Pay: Dependent upon experience.

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