Expert Maker & Customer Champion

What we are looking for

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JOB DESCRIPTION

Expert Maker & Customer Champion

NOTE: this role requires that you have experience with making your own furniture. That could be attaching legs to a sourced table top, crafting something bespoke from various materials, or using a kit similar to our Box Frame Bed and making your own bed.

Summary/Objective

We are creating a new category in the consumer goods market that changes the way people think about creating, purchasing, and enjoying furniture. You will join our growing team to help accomplish our mission… Empower the world to say, “I made it,” by making it easy and enjoyable for anyone to make their own furniture.

As the Expert Maker and Customer Champion you will proactively help our customers say “I made it,” by inspiring, teaching, supporting, validating, and confirming information about their builds and our products. You will create tutorials and build instructions. You will be the lead on the front lines to help ensure that world-class customer service is received by all customers throughout the customer journey with us (pre and post sale). You’ll care about customer challenges with making furniture using our products. You’ll care about our product quality and the products that we source and sell on our marketplace. You’ll care about how to solve problems taking multiple factors into account. You’ll be proactive to “do the right thing” and treat people in a loving manner, time and time again. You’ll make and receive phone calls and talk to customers that are having good and bad experiences. You’ll identify items in our website that need to be changed and make simple changes or work with our team on making more complicated changes.

This role will handle customer tickets, manage live web chat inquiries, enter purchase orders to our sales system, work directly with our sales, marketing, product, administration, production and fulfillment teams to keep the customer front and center in our organization. This role will work hard to delight customers and share that joy with our team. Most importantly, a successful candidate in this role will make it easier for our customers to have an enjoyable experience making their own furniture with us.

We are looking for someone that shares a similar passion for the furniture and design industries that we are impacting and helps ensure that we support our customers each and every day.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following is a list of key items required for this role. Additional items may be required based on the needs of the business.

1. Expert Maker: We believe it means more when you make it. And your #1 job in this role will be to help others achieve that feeling of accomplishment. You’ll know your way around the home, around furniture, shelving, and the nuts and bolts of it all. If someone asks… “what size table leg should I get for XYZ project?” you’ll know the answer and be able to help direct/support the customer. You’ll be comfortable hosting live online or in person training classes for making furniture with our products. When you don’t know the answer, you’ll be proactive in finding it. You’ll know your way around the hardware aisle at the big box stores, the difference between birch veneer and europly, and will have a passion for helping others.
2. Customer Focused: Care about our customers. In a way, it’s that simple. In day to day operations it’s a challenge. You’ll constantly be focused on the customer’s needs, desires, challenges, problems, likes and dislikes. With all this information, you’ll ask questions to get clarity and respond in a manner to build loyalty. Specifically, you’ll also take lead to build out a customer advisory group that meets with our team on a quarterly basis to help generate feedback and improve our products and company.
3. Empathetic: You’ll work daily with consumers, business owners, internal employees and be dedicated to understanding individual’s problems/challenges and respecting their position.
4. Problem Solver: With a foundation of empathy and understanding, you’ll work across departments to solve customer problems. Knowing when to take lead and make a decision to offer the customer a solution in real-time and when/how to ask for help in solving a particular challenge from other coworkers/team members throughout the company.
5. Proactive: This role will be responsible for maintaining service levels related to response times and ultimately be accountable for providing solutions to customers that generates additional sales/repeat purchases in the future.
6. Sales: While this role’s primary focus will be on customer support/challenges, many of these items are related to sales questions. As such, you’ll work hard to provide the necessary information to customers in real-time to aid their purchase decision and ultimately grow sales. You’ll work hand in hand with sales to help manage any RFQ items for large customer accounts.
7. Details Matter: This role will be detail oriented and take great care to understand the truth relating to specific matters and subsequently be able to relay the important details to appropriate parties internally and externally. This role will be required to conduct data entry for orders and other related information.
8. Product Feedback: In real-time and on a weekly basis, you’ll provide summarized and detailed feedback (good, bad, and ugly) to our product and marketing teams that is received from customers.
9. Systems & Software: Initially, aid in the development, review, selection and implementation of company processes and software support systems for customer service and sales inquiries. Once selected, you’ll use these tools daily to delight customers, share real-time feedback with our team about product issues and general customer feedback.
10. Reviews: You’ll work alongside our Digital Merchandising team to help ensure quality reviews are received on our product pages and websites; working to get any negative reviews resolved by being proactive to solve customer problems.
11. Contributor & Collaborator: You will be the initial core of our customer service team with opportunities for growth. A strong collaborator that can contribute, decide, take feedback and work in a team-oriented environment towards aggressive goals will do the best in this role.
12. Product Knowledge: In order to be successful in supporting customers, you’ll know how to make your own furniture and will have done it in the past and be excited about continuing to do it in the future. Additionally, you will be proactive in learning about our product offering and how it compares to the competition.
13. Handy: The questions our customers have are often “how to” questions. You should feel comfortable with hand tools and be able to tackle projects at home with ease. Your friends would describe you as the one that helps make the fort for your (or others) kids, or do the “handy work” yourself.

Competencies

1. Excellent written and verbal communication skills. You’ll write a lot and talk to numerous customers on the phone each day.
2. Strong communicator that can work across teams/personality types.
3. Deep knowledge of customer service challenges and techniques to de-escalate frustrated customers.
4. Flexible, adaptable to change and displays superior peer relationship skills and interpersonal skills with openness to feedback and critique.
5. Proactive problem solver and contributor to a team environment.
6. Expertise in programs such as zendesk, livechat, LiveAgent, and Hubspot Service Hub are preferred.
7. An ear for identifying what the root problems are for people and excellent attention to detail.
   

Supervisory Responsibility

This role may grow to be responsible for hiring, training, providing performance reviews, coaching and growing a team of customer service champions and related staff.

Work Environment

This role will be an office based position, reporting to our offices in downtown Seattle. This role is available to be a 100% remote role for the right candidate, working within the guidelines of the company. Additionally, the role may require travel to and from customers and our manufacturing facilities that will require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Individuals may need to sit or stand as needed. The position may require walking primarily on a level surface for periodic periods throughout the day. The employee may reach above shoulder heights or below the waist and lift as required to file documents or store materials throughout the workday. The employee must be able to lift 35 pounds and use proper lifting techniques.

Position Type/Expected Hours of Work

This role will be a salaried role that will have performance based quarterly bonuses. Our standard hours for operations at our Seattle office are 8:30am-5pm. This role may be required to work outside of the normal M-F workweek based on the needs of the business and performance of the role.

Travel

Occasional travel is expected with this position to and from customers, trade shows, industry events, partners, facilities and other such items.

Required Education and Experience

1. Bachelor’s Degree in Business or related area/equivalent experience.
2. 3+ years of successful customer service experience
3. Nice to have… experience with product design, furniture design or related fields.
4. Bi-Lingual, Spanish a plus.
   

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 employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.