Customer Service Representative

The Opportunity:

The Customer Service Representative will assist clients with their orders. This includes inquiries about order status, shipping information, product details, damages, and returns. The role also involves communicating directly with our vendors and inside sales team regarding all aspects of clients’ orders.  

Lumens distinguishes itself by having the best sales and service team in the space. So, the ideal candidate is a proven winner and can establish themselves as a leader with the current team of strong performers. This candidate has a proven track record of providing superior customer service, great attention to detail, has a strong work ethic and lead from the front mentality.  

Responsibilities:

• Fulfill customer inquiries via phone, email, and chat such as inventory/stock levels, order status, claims/returns, product details, and assembly issues.
• Enter orders for customers, including billing information. 
• Work with inside sales team on existing and new orders, shipping quotes, returns, and other customer issues.
• Communicate with vendors about lead times, back orders, product details, claims/returns/credits.
• Enter drop ship orders on vendor’s websites.
• Use shipper software such as UPS Quantum View, and World Ship.
• Educate customers on our policies and procedures.
• Identify, research, and resolve issues.
• Be a positive and proactive problem-solver with the ability to think on your feet while providing excellent customer service.
• Share knowledge within the team, collaborate with other team members to ensure on-going improvements in quality and service.
• Other projects and tasks as needed.

Qualifications:

• 3+ years of customer service experience in a retail or contact center setting.
• At least 2 years of relevant high-end retail or customer service experience preferred.
• Home Furnishings, Lighting and/or Design experience a plus.
• Strong customer service orientation and disposition.

• Technical aptitude, computer skills, especially in web-based applications, ability to handle multiple browsers simultaneously.
• Ability to work in multiple mediums simultaneously while being attentive to customers. 
• Demonstrated experience with logical thinking and problem solving.
• Self-starter who is able to operate independently within a team environment.
• Phone, chat, messaging experience a plus.
• Able to work within our hours of operation*.

Skills:

• Able to communicate professionally verbally and in writing with customers, vendors, and peers.
• Ability to complete all tasks in a thorough and time efficient manner.
• Self-Driven, fast learning, resourceful.
• Strong work ethic with excellent reliability and attendance. 
• Highly organized and detailed oriented. 
• Strong phone skills. 
• Friendly, yet persuasive communication approach.
• Proven record for being self-driven, fast learning, and resourceful.
• Ability to successfully manage several details at once.
• Ability to quickly learn new computer systems/programs.
• Ability to keep pace in fast growing company.
• Occasionally be required to lift up to 25 pounds.
• The noise level exposure is moderate in that it functions in an open office setting with computers and printers with light traffic.

The Company:

Lumens is Enlightened by Design. We’re excited by design, too. We travel the world to find everything from authentic and iconic pieces, to the latest in contemporary interior décor, all sourced from global design brands, including exclusive pieces you won’t find anywhere else. And we’re always looking for fellow design enthusiasts to join our team. 

Lumens.com launched in 2004 with one goal in mind: to be the best place to shop for lighting, fans, furniture, and accessories for people who love modern design. Since then, Lumens has become an established ecommerce pioneer and leader in lighting and mid-market and luxury home goods, offering a best