Comfort starts with our 13,000+ team members across the globe, who are transforming the power of comfort every day.
Our employees have the power to change lives, in our homes, work and communities.
We foster an inclusive environment while honoring a legacy built on family, where everyone can be themselves.
If you are ready to join an industry leading organization where our people are the most important asset, and innovation propels us into the future, you’re ready to take your seat at La-Z-Boy Incorporated.
WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT
Job Description Summary
This position receives and responds to general and advanced dealer inquiries regarding products and services under direct and indirect supervision.
Responsible for delivering exceptional customer service in a respectful, courteous, and timely manner to ensure concerns are resolved within established guidelines.
Job Description:
KEY RESPONSIBILITIES:
Thinks outside of the box to negotiate with and direct dealers to provide solutions and foster world class customer service to our Wholesale Consumers.
Handles multiple call types and is a Subject Matter Expert on La-Z-Boy Upholstered Products and the Wholesale Service model.
Responds to specialized non-phone tasks.
Conducts in-depth research to effectively resolve and respond to dealer inquiries to assist in troubleshooting, ordering parts, approving/processing Returned Goods Authorizations (RGAs) and discounts in accordance to Warranty Terms.
Handles multiple reports to ensure wholesale dealer agreements are upheld and to ensure that the Company is properly compensated from numerous vendors.
Uses multiple computer systems to place part orders, enter unit credits, review dealer inquiries, and document all findings.
Reviews and tracks reoccurring product concerns to address with quality.
SCOPE & IMPACT:
Meets or exceeds performance expectations including call handling, email responses, quality, dependability, and schedule adherence.
Ability to impact department financial performance based on offering of discounts, waving part fees and approval on return good authorizations.
MINIMUM REQUIREMENTS:
High school diploma or GED with 1-3 years of relevant experience or equivalent.
6 months of RDC Full Training, or equivalent
Excellent verbal and written communication skills.
Excellent customer service – friendly, courteous, empathetic and helpful; interpersonal skills and telephone etiquette
Strong attention to detail and organizational skills
Beginner proficiency in Microsoft Office products including Outlook, Excel and Word
Ability to read and interpret documents such as service schematics, operating instructions and procedures manual (technical instructions in diagram form)
Strong decision-making skills
Fluent in French required
SUPERVISORY RESPONSIBILITIES: None
PHYSICAL DEMANDS/WORK ENVIRONMENT:
Office environment / no specific or unusual physical or environmental demands.
Nearly continuously sit, use repetitive hand motion, hear and listen.
Seldom walk.
OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job.
Duties, responsibilities and activities may change at any time with or without notice.
Weekly Hours:
40
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