Product Support Specialist (San Francisco, CA)

Design Within Reach is the source for smart solutions. Our business started when our founder tried to furnish his apartment with the classics he'd come to appreciate while living in London. What he discovered was that acquiring these clean, simple and well-designed products was neither clean nor simple. There had to be a better way, so in 1999 we bought 20 containers of product, mailed out a catalog and waited for the phone to ring. (It didn't for 24 hours, until we realized the nighttime answering machine had been accidentally left on.) The rest, as they say, is history. By giving customers access to these items, which are brilliantly conceived, simply executed and consistent with the enduring principles of modernism, we made design within reach. Visit any of our DWR Studios or Tools for Living stores and you'll never see a “do not touch” sign. We invite you to linger, bring your dog or kids and join us for design events. Continue the experience here, at dwr.com, where you'll find everything we carry, plus additional finishes and styles not shown in our catalogs or Studios. And, of course, you can always call or Instant Message our San Francisco-based office. Whether you experience DWR by Studio, phone or online, you'll receive knowledgeable assistance from people who come from design backgrounds. We stand behind everything we sell and we're proud to offer you our satisfaction guarantee. Position: Product Support Specialist

Type: Full Time

Location: San Francisco, California

The Product Support Specialist serves as a communications facilitator between the merchandising team, vendors, studios, the client satisfaction team, and DWR customers. The Product Support Specialist oversees written communication functions for external clients and provides product support for internal clients. Provides expertise through thorough investigation of product specific customer service issues, taking steps to eliminate product issues and improving the customer experience. · Create and distribute weekly reporting on e-mail and chat programs to management · Oversee e-mail and chat functions to ensure correspondences and contacts are answered in a timely and professional manner, with accuracy of information and appropriate grammar, spelling, etc · Respond to internal support inquiries in a timely and professional manner ensuring accuracy of information and appropriate grammar, spelling, etc. · Responsible for ensuring all necessary information is in the product information system before a product launches. · Assists in the development of warranties for DWR. · Plays an active role in product initiatives/launches. · Supports the customer by providing detailed and accurate product knowledge & information. · Seek out ways to improve quality control process. · Develop and participate in product training. · Gather customer feedback and provide summaries to merchandising team. · Cross train to provide back up support to the client satisfaction team. · Serves as a positive role model for other team members, providing support and enthusiasm. Posted by Mary