New York, USA
Customer service representative
at Resident
Resident is recruiting a customer service representative to join its team in New York.
The role will primarily service Resident’s growing wholesale dealer network of brick and mortar and online furniture retailers across North America, while supporting growth in our direct to trade and ecommerce sales channels. The candidate will be based in NYC and report to the US commercial director, with the opportunity to work from home.
Our story
Established in 2010, Resident is an Auckland, New Zealand based design and manufacturing brand with a commitment to innovation. Resident designs, develops and distributes luxury lighting, furniture and objects for the home and commercial spaces across the AMERICAS, EMEA, APAC.
Resident has a well-established global wholesale customer base and an ambitious five year plan to increase distribution and sales across key markets and channels in the Americas and globally.
Resident has teams and distribution centres in New York, London and Auckland. It launches new collections annually at the Milan furniture fair.
About the role
The customer service representative will be the main point of contact for our Americas wholesale, trade and consumer accounts. The candidate will own all order management and customer service while providing sales and operational support to the US team and business.
You will be responsible for:
- order to cash – own end to end order pipeline and management. Deliver on daily and weekly KPIs for OCs, allocations, quotes, dispatch, bookings, invoicing, payment chasing, returns, QC and MTO process. Lead weekly S&OP order review through open order reporting and ensure month end orders are completed timely to achieve month budgets
- customer service – be the service face of the brand and the first point of contact for daily customer queries, resolutions and escalations. Develop a strong rapport with wholesale partners providing consistent, first in class service, excellent attention to design detail and accurate info
- sales and ops support – collaborate across teams to support sales with new customer onboarding, data driven solutions, project quoting, partner audits, market insights and dissemination of Sales materials. Develop strong relationships with operations and third party US 3PLs and carriers to ensure a smooth flow of orders and products in and out of the business with minimal disruption. These areas will require some annual travel to warehouses, trade fairs and dealer visits
A successful first 12 months in this role will see you contributing to the delivery of double digit growth in the market through consistent meeting of monthly KPIs and customer needs. You will have the opportunity to bring your prior experience and creative thinking to the team to develop new efficiencies and improve Company processes. You will build strong industry relationships while learning new methods of working, analysing and reporting. You will immerse yourself in the world of product design as well as the culture of New Zealand
The story of you
We are looking for a candidate with three to five years’ design industry experience or from a similar creative industry. You will be a self-starter with excellent communication and analysis skills, who is well organized, highly numerate and a team player. You will have the ability to work with minimal instruction and the confidence to develop new ways of working. The appropriate candidate will have a strong sensitivity towards design and an interest in the creative industries. You will also have the ability to understand the technical aspects of a product and the finer points of product quality.
Qualities:
- self-starter who delivers: You thrive on autonomy and like to proactively create structure and organization in your work. You have an exceptional work ethic, and remain unfazed by client demands, are quick to pick up the phone and enjoy a fast-pace of work. You’ll always be ready to support clients and be the face of Resident
- details, details, details – you see and appreciate the details in things, their similarities and differences, whether it’s a look, a product, a set of information or a piece of communication. You enjoy working with processes, puzzles and sets of information or data and aren’t afraid to call out something that looks right or wrong
- systems and process driven – you will have had three to five years’ experience working in a similar role with experience using different systems & tools such as ERPs, WMS, CRM, Excel, finance software. Your ability to understand, follow and improve processes to create efficiencies will contribute to your success in the role
If this role excites you and what we are looking for sounds like you, please send your CV, together with a cover letter describing why you think you are the right person for us via the apply for job button below.
For the right candidate, we will offer a competitive remuneration package alongside the opportunity to build an extraordinary career within New Zealand’s premier design brand.
We embrace diversity in all applicant’s backgrounds.