Customer Service Coordinator

About Schumacher

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 for detail. Schumacher is a globally recognized company with a myriad of showrooms both domestically and internationally.

Our competitive advantage in the industry is the people. We believe that our employees are our most important assets. F. Schumacher & Co is deeply anchored in our company core values which are as follows:

• Preserve Our Entrepreneurial Spirit
• Take Ownership & Accountability
• Be Solutions-Oriented
• Demonstrate Courage
• Practice Adaptability
• Embrace Collaboration

We empower our employees to live these values daily because we understand how it will positively impact the customer's journey. F. Schumacher & Co., also known as FSCO, is the parent company to many brands within our portfolio.

About the Role:

Paramount Prints is seeking an enthusiastic Customer Service Coordinator who 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. 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:

Client Support

• Respond to incoming calls, chats and emails in a timely manner
• Coordinate with logistics, warehouse, and inventory teams to ensure escalations are solved in a timely manner.
• Handle customer issues with empathy and professionalism, turning negative experiences into positive outcomes.
• Communicate with clients to resolve issues.
• Collaborate with Customer, operations and Logistics to implement order pattern optimizations & efficiencies.
• Work cross-departmentally to ensure you are providing accurate, up-to-date information.
• Assist sales when order errors have occurred, liaising with warehouse team when required.
• Manage escalated orders coming from sales team which result from an issue with warehouse error or delivery.
• Support sales in the successful conclusion of warehouse holds or errors.
• 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.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.

General and Task Management

• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Keep records of customer interactions, process customer accounts and file documents.
• Have baseline knowledge of all products, offerings, and services.

Job Requirements:

• Excellent "can-do" attitude, strong work ethic, and great team spirit.
• Capable of thriving in a fast-paced and highly dynamic environment.
• Strong verbal and written communication skills
• A people person with a passion for providing a best-in-class customer experience
• Ability to multitask and change direction based on business needs
• Ability to work in a team environment
• Composed, professional, and an adept problem solver
• Proficiency in MS Office (including Excel, Outlook, and Word)
• Ability to give and receive honest and direct feedback
• Ability to work required overtime when business needs warrant it
• Prior experience in a customer servi