Customer Service & Logistics Coordinator

Why join us?

At Design Within Reach, home comes first. We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime – from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings.

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Design Within Reach means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Job Responsibilities:

The Customer Service & Logistics Coordinator is responsible and accountable for return logistic communications primarily with our sales team, carriers, and agents. This role provides for the coordination, timely arranged, and resolution of returns and/or exchanges to achieve the effective return of our products and refunds to the customer. This is fast paced within a team environment and includes, but is not limited to the following responsibilities:

• Works with carriers, studio associates, phone center personnel, and customers to arrange for the prompt retrieval and return of company assets.
• Communicate with internal departments, customers, carriers, and agents to ensure an exceptional customer experience.
• Effectively communicates, responds and resolves assigned logistics cases in Salesforce.com within our department’s 48-hour SLA.
• Efficiently utilizes the applicable carrier tracking systems.
• Coordinate special transportation requirements including studio returns.
• Proficient utilization of systems such as Salesforce.com, NetSuite, Manhattan Scale, MS Office and carrier programs to ensure faster customer refunds/exchanges.
• Ensures a timely resolution of transportation and agent related service issues.
• Maintain various databases such as Return Sheets while taking appropriate action with agents or other departments.
• Other duties and reports as assigned by management.

Requirements (Knowledge, Skills & Abilities):

• Must have the ability to work in a tactful, yet firm, professional manner with internal and external customers.
• Familiarity with basic logistics terminology and flow.
• Must have excellent communication and written skills
• Personal computer proficiency with prior knowledge in MS Office products, Google products and Salesforce preferred.
• Minimum of 2 years previous transportation or distribution experience preferably in customer service function or logistics roles.
• Ability to manage multiple priorities at once, demonstrating a sense of urgency to meet deadlines.
• Ability to work with limited direct supervision and track many issues/processes daily.
• Outstanding organizational and coordination abilities.
• Prior logistics experience is preferred.

Who We Hire?

Simply put, we hire everyone. Design Within Reach is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

A starting compensation range for this role is $18.60 - $23.68. Relevant salary considerations will include candidate qualifications and experience, other business/organizational needs and market factors . You may also be eligible to receive a geographic premium, annual discretionary incentive and equity awards which are subject to the rules governing these programs. The company offers a full spectrum of benefits including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Vacation and Parental Leave), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our associates.

This organization participates in E-Verify Employment Eligibility Verification.