Job description
Req ID: 2614
Job Category: Customer Experience
Location: Beloit, WI, US, 53511
Dare To Dream!
At Serta Simmons Bedding, we dare to dream and work differently. We’re proud to be one of the largest bedding manufacturers in North America and lead the way with our iconic brands - Serta®, Beautyrest®, Simmons® and Tuft & Needle®.
When you join our company, you become part of winning team that is excited and committed to helping our customers get a good night’s sleep.
Fueled by care for our people and their safety, we provide inspiring career opportunities, competitive benefits, and employee perks, and most importantly, the chance to make a positive impact in the lives of our customers.
What You'll Do:
Our Customer Service Representative deliver a delightful experience to current and prospective Serta Simmons Bedding customers by fielding
incoming questions via Salesforce, e-mail, phone, and fax
- Help us fulfill our commitment to accurate, on-time delivery for our customers by:
- Creating an on-time manual sales order in the Enterprise Resource Planning (ERP) system
- Verifying accuracy of orders received via Electronic Data Interchange (EDI)
- Maintaining reporting on all open orders to ensure on time production, delivery, and invoicing
- Tracking, tracing, and expediting orders as needed
- Fulfilling support requests for address shipment or delivery changes
- Handle a large number of support requests daily including assisting with returns, exchanges, special delivery instructions, and product support inquiries from customers.
- Educate and inform customers and prospective customers on our products, policies, and procedures.
- Quickly and accurately resolve problems for customers any time experiences don't go entirely as planned.
- Have the ability to work well with a large, cross-functional team, balance competing priorities and provide support to teammates when needed.
- Be able to confidently solve unique customer problems using empathy and the ability to make decisions quickly.
- Maintain a thorough understanding of our evolving products, technology, policies, and procedures.
- Improve overall customer experience by serving as the eyes and ears of customers by tracking and reporting strengths and pain points to other departments.
- Challenge the status quo and have fun!
How You'll Do It:
- Able to work in a team setting.
- Able to multi-task and work effectively in a fast-paced environment.
- Strong, effective and professional communication (written/verbal) and interpersonal skills to deal with all levels of staff, management, internal and external contacts and customers.
- Passionate about helping people and providing honest, transparent service to all customers and guests
- Extraordinary communication (both written and verbal) with a knack for organization
- Ambitious and self-motivated with an eagerness to learn and the ability to juggle many tasks simultaneously.
- Quick to solve problems (or see them before they arise) with a no-task-too-small mentality
- Genuinely empathetic and approachable, able to assume positive intent
- Ability to work autonomously and take on challenging situations, excellent decision-making, and prioritization skills
What You'll Bring:
- Minimum 2 years' experience within a customer service position, preferably within an order entry or order fulfillment role in the manufacturing industry
- Demonstrated ability to successfully interact with and navigate between multiple software applications throughout the day, preferably to include experience using an Enterprise Resource Planning system as well as Salesforce.com
- Highly proficient in the full Microsoft Office suite of products (Outlook, Word, PowerPoint, etc.), including Excel
Come Dream With Us!
When you join Serta Simmons Bedding, you become part of our 220-year legacy of sleep solutions with endless opportunities to impact our future for centuries to come.
Once you’re here, you’ll be part of a winning company that invests and supports our team members’ career journeys. We offer competitive benefits, job training, learning and development, and other employee perks such as our employee discount on all products.
SSB requires COVID vaccination for all roles that require air travel and/or any attendance at our corporate offices. In addition to the SSB policy, employees are required to comply with COVID policies established by a vendor or customer.
It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination, with respect to all terms and conditions of employment, based solely on a person’s race, color, religious creed/religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, ancestry, citizenship status, disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping or expression), medical condition genetic information (including family medical history), or any other protected status except where a reasonable, bona fide occupational qualification exists.
SSB will provide reasonable accommodations to applicants and employees who need them, as required by law.
Nearest Major Market: Madison
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