Consumer Services Support Associate

Sauder Woodworking is North America’s leading producer of ready-to-assemble furniture and one of the top five residential furniture manufacturers in the United States. We are seeking a motivated, customer-first professional to join our Consumer Services team. As a Consumer Service Support Associate, you will deliver an exceptional experience with every interaction by providing honest, friendly, timely, and knowledgeable service.
If you are a strong collaborator, an eager learner, and someone who thrives in an upbeat, engaging inbound contact center environment, this may be the career opportunity you’ve been looking for. Sauder Consumer Services is a nationally recognized Center of Excellence*. We provide warranty service for replacement parts, assembly assistance, and product information by email, phone, and chat Monday through Friday, 8:30 AM to 5:00 PM ET.
Check out this video to learn more about our CS position!

KEY RESPONSIBILITIES

Communicates directly with consumers by phone, email, and chat
Provides accurate product, assembly, warranty, and replacement part information
Accurately processes orders in accordance with established best practices
Collects, documents, and shares consumer feedback thoroughly and accurately
Meets department expectations for productivity and contact quality metrics

QUALIFICATIONS
Essential Knowledge & Skills
Excellent written and verbal communication skills

Handles emails, calls, and chats with professionalism and care
Communicates clearly and effectively using proper grammar and punctuation

Strong multitasking skills

Navigates multiple applications while managing customer contacts efficiently
Processes orders and shares information accurately, efficiently, and professionally
Follows established procedures and best practices consistently

Problem-solving and decision-making skills

Actively listens and asks clarifying questions when needed
Collaborates with others to evaluate options and identify solutions that deliver the best results
Applies both creative and analytical thinking to resolve issues
Demonstrates basic math skills

Attention to detail

Reviews work carefully for completeness, accuracy, and quality
Completes repetitive or routine tasks with consistency and attention to detail
Follows required procedures to ensure tasks are completed thoroughly and correctly

Patience and empathy

Recognizes customer concerns and responds with understanding and professionalism
Responds respectfully and without judgment
Builds trust through positive, helpful, and reliable service

Technical proficiency

Proficient in Microsoft Office applications
Learns new software applications quickly and confidently
SAP experience is a plus

Strong time management skills

Performs consistently within department metrics and expectations
Works toward individual goals with focus and accountability

Cognitive agility

Adapts quickly and shifts priorities or approaches as needed
Remains open to new ideas, feedback, and process improvements
Participates in projects or tasks outside of daily responsibilities as needed

Education & Experience

Associate degree, professional certification, or equivalent combination of experience and training preferred
Previous customer service or contact center experience is a plus

PAY SUMMARY
Expected offer range: $19.50/hour - $22.95/hour. The actual salary will be based on factors such as relevant experience and skills. The max salary listed is not the top of the pay band.

PHYSICAL DEMANDS
The physical demands described below are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 50 pounds. Assembly of ready-to-assemble furniture is required for training purposes.

*Center Of Excellence is certified by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.