Global Furniture Group

Customer Support

• Answer general Customer Questions via Email and Phone
• Demonstrate the skills and product knowledge required to perform job functions
• Knowledge and use of electronic catalog and Global website
• Learn to navigate the AS400
• Support Customer Care Operations for Dealers and Territory Managers
• Process Demo requests
• Check order status/electronic orders
• Check inventory
• Provide product information and pricing
• Process credits, return authorizations and factory charge backs
• Process Parts Express, Warranty and Replacement Orders
• Submit changes or cancellations on orders with assistance from Lead, Supervisor or DC Services
• Process Order Addendums
• Track shipments
• Research and resolve customer inquiries
• Review appropriate daily reports
• Follow and adhere to department/company guidelines
• Daily check-in with Customer Care Supervisor
• Attend weekly Teams meetings with Supervisor
• Working to meet Time to Reply Average for response time
• Escalate open issues with no response to supervisor
• Maintain an open issue log
• Participate in all Global Teams training meetings
• Other duties as assigned

Customer Care Representative

Account Manager

• Increase Global’s brand and interest among dealers, designers, and end-users within your assigned territory.
• Identify and select dealer targets willing and capable of growing Global sales.
• Identify and involve Global in projects that fit Global’s products, services, and capabilities.
• Ensure appropriate market coverage by assessing existing dealers’ capacity to grow and identifying new dealer candidates.
• Develop and maintain strong relationships with key dealer personnel, designers, and end-users to drive sales and increase market share.
• Conduct regular sales calls, site visits, and presentations to dealers and customers within the territory.
• Achieve or exceed sales targets and growth objectives as set by management.
• Provide product expertise and training to dealer partners to ensure effective promotion and positioning of Global’s products.
• Maintain current knowledge of market trends, competitor products, and customer needs to identify opportunities for growth.
• Collaborate with internal teams, including customer service and operations, to ensure high levels of customer satisfaction.
• Prepare and submit required reports, forecasts, and updates in a timely manner.

Territory Manager, Dealer Sales

Manager

• Support the supervision and development of Customer Care and Order Entry Representatives to ensure a positive customer experience.
• Assist in maintaining productive relationships with customers and logistics vendors.
• Support overall client and operational performance of the DC.
• Assist the General Manager with financial and operational oversight.
• Support accounts payable and accounts receivable processes.
• Monitor inventory levels in alignment with sales demand and operational needs.
• Oversee daily warehouse activities to ensure accurate inventory movement in and out of the facility.
• Ensure completion and accuracy of weekly product cycle counts.
• Assist with training, coaching, and day-to-day guidance of the customer care, order entry, and warehouse teams.
• Delegate tasks appropriately to balance team member workloads while supporting business goals.
• Support evaluation and coordination of local vendor relationships to ensure service quality and cost effectiveness.
• Partner with the local sales team to support a consistent and positive customer experience.
• Assist with select HR responsibilities, including onboarding support, scheduling and employee issue escalation.
• Assist General Manager to oversee policy improvement and implementation initiatives.
• Act as a point of leadership coverage in the absence of the General Manager.
• Additional Duties as assigned.

Customer Care Representative

Territory Manager, Dealer Sales

Assistant General Manager