Company Overview:
Diamond Mattress Texas is a fourth generation, family-owned and operated company committed to handcrafting mattresses in the USA since 1946. We care about our customers and our products, focusing on quality, value, and promoting the importance of a good night’s sleep for your health.
Position Overview:
Diamond Mattress Texas is looking for a motivated Customer Service Representative to provide exceptional support to customers, retailers, and internal teams. This role will be responsible for handling inquiries, resolving issues, processing orders, and ensuring a positive customer experience throughout the sales and delivery process. The ideal candidate is organized, detail-oriented, and committed to delivering professional and timely service in a fast-paced manufacturing environment.
Job Summary / Basic Function/Responsibilities:
• Must provide excellent customer service to create memorable experiences
• Handle Warranty complaints and processing. This includes working directly with end consumers and helping them to solve their potential problem
• Ability to work in a fast paced, goal-oriented environment while ensuring compliance with department policies and procedures
• Keen attention to detail including outstanding grammatical skills, writing skills and record keeping
• Customer focus and ability to interact with clients and end consumers
• Ability to multi-task, this includes ability to understand multiple products and product lines and multiple levels of features and benefits
• Adapt quickly to changing priorities and customer needs
• Basic business math proficiency. (Candidate will be tested.)
• Superior interpersonal skills and capability to work successfully in a collaborative environment
• Team player that is warm and friendly
• Work directly with customers to solve all of their needs in a timely and efficient manner.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Process sales orders and follows up with necessary acknowledgements
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs and maximizing the sale
• Recommends potential products or services to customers by recognizing their potential needs and having knowledge of what our company has to offer.
• Answers phones efficiently and follow up in a timely manner.
• Prepare various reports for management and the office team.
• Help with other departments as needed.
Requirements/Qualifications:
• Computer Skills: Excel, Word, Outlook, Various Order Processing Platforms
• Multi-Tasking with Excellent Follow Through
• Independent Self-Learner
• Critical Thinker and Creative Problem Solving Skills
• Organized with Strong Follow Up Abilities
• Listens Well & Effectively Resolves Conflict
• Enjoys interacting with people in all different areas, including customers and other team members
• Communicates clearly and effectively
• Positive Attitude
• Exceptionally self-motivated and directed
• High School Diploma or GED
Preferred Experience:
• Bi-lingual English / Spanish
• Experience working for a manufacturing environment
• Preference will be given to candidates with order to cash cycle experience and a vast array of customer facing interactions.
Career Path:
• From Level: Front Desk/Reception
• Next Level: Customer Care Team Lead
• Reports to: Customer Care Lead/Manager
Benefits:
NOTE: All candidates will be required to take a Drug Test.