Position Overview:

We are seeking an experienced and detail-oriented Customer Support Specialist to join our dynamic team. In this role, you will handle escalated customer inquiries, provide advanced problem resolution, and play a pivotal role in refining our customer support processes. The ideal candidate will have a strong background in customer service, excellent communication skills, and proven experience in the furniture product or manufacturing industry.

Key Responsibilities:

Advanced Customer Service Excellence:

- Handle escalated customer inquiries and complaints with a focus on efficient resolution and customer satisfaction.
- Serve as the primary contact for high-priority customers, ensuring a seamless and exceptional support experience.
- Respond to customer questions and concerns via phone, email, HubSpot, and Google Sheets with professionalism and expertise.

Relationship Management:

- Build and maintain strong, long-term relationships with key customers by understanding their unique needs and delivering tailored solutions.
- Act as a trusted advisor, proactively addressing customer concerns and providing personalized support.

Process Optimization:

- Identify recurring customer issues and collaborate with internal teams to develop and implement process improvements.
- Assist in creating and updating customer service protocols and training materials to enhance team efficiency.

Claims and Complaint Resolution:

- Manage complex customer claims and complaints, ensuring timely and satisfactory resolution.
- Document and analyze claims data, contributing to strategies for issue prevention and improved customer outcomes.

Order and Fulfillment Management:

- Oversee critical order fulfillment processes,



ensuring products are delivered on time and meet customer expectations.
- Communicate updates on order status and delivery schedules with accuracy and professionalism.

Data Management and Reporting:

- Maintain accurate and detailed customer records in the CRM system, ensuring data integrity and accessibility.
- Generate reports and insights from customer interactions to identify trends and opportunities for improvement.

Team Collaboration and Leadership:

- Support and mentor Customer Support Representatives by sharing best practices and providing guidance on complex cases.
- Collaborate closely with sales, production, and logistics teams to ensure alignment and resolve cross-functional challenges.

Product Expertise:

- Acquire and develop in-depth knowledge of the company’s furniture product offerings and services to provide expert guidance and identify upselling opportunities.
- Leverage your experience in the manufacturing industry to address customer needs effectively.

Professionalism:

- Maintain a positive and professional demeanor in all interactions, representing the company with the highest level of integrity.
- Handle challenging situations with patience, empathy, and tact.

Qualifications:

- Experience: Minimum 5 years of customer service experience, preferably in the home goods industry with e-commerce and trading background.



*Candidates with less experience will be considered for the position of Customer Support Representative.
- Education: Bachelor’s degree in business, communication, or a related field preferred.
- Skills:
- Strong verbal and written communication skills in English; proficiency in additional languages is an asset (please state your language skills)
- Advanced proficiency in CRM tools (e.g., HubSpot) and Google Suite, including Google Sheets.
- Excellent problem-solving and critical-thinking skills.
- Proven ability to handle escalated issues and complex customer interactions.
- Robust organizational skills and the ability to manage multiple tasks and priorities effectively.
- Preferred Experience: Claims and complaint resolution, process optimization, and mentoring or leadership in a customer service environment.

Why Join Us? At Aurora Furniture Manufacturing Limited, we foster a collaborative and supportive environment where employees are empowered to excel. As a Customer Support Specialist, you will play a vital role in enhancing the customer experience and driving our commitment to excellence.

Apply Today!

If you’re an experienced customer service professional with expertise in the furniture or manufacturing industry, and passionate about delivering exceptional service, we encourage you to apply and become part of our growing team.

Job Type: Full-time

Pay: $20.00-$25.00 per hour

Benefits

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Education:
- Bachelor's Degree (preferred)

Experience:
- Customer service: 5 years (required)

Work Location: In person

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