Company Overview

Uhuru Design is the Brooklyn-based New American furniture design firm specializing in bespoke residential and high-end commercial furniture. Founded in 2004 by Rhode Island School of Design graduates Jason Horvath and Bill Hilgendorf, Uhuru gained attention for its sustainable approach, utilizing reclaimed and found materials through a narrative design process. This design approach generated collections currently in the Smithsonian and Brooklyn Museums, positioning Uhuru at the forefront of New American Design and contributing to popularizing the “Brooklyn” aesthetic.

Uhuru scaled from bespoke residential to mass office furniture, evolving with the growing New York and West Coast startup scenes and the “resimmercial” office aesthetic. Uhuru focuses on delivering accessible New American Design to mission-driven clients across residential, hospitality, fast casual, office, co-working, architecture, and interior design landscapes.  We recently launched a non-exclusive global distribution partnership with Steelcase, an inventory and quick ship program, competitive lead times, and domestic and international production. The tools are in place to bring Uhuru products to market at scale. Come join us and help us transform the contract furniture industry!

Overview

The Customer Success Associate (CSA) position is responsible for supporting the outside sales team and process, and is the primary interface between Uhuru and our internal and external customers.  This position will be located in Red Hook, Brooklyn at the Uhuru Creative Compound, starting at a base salary of $58,500 and benefits to include healthcare. The CSAA will be responsible for providing timely and accurate support in developing and turning tasks including (but not limited to) quotes, sales presentation support, product return, warranty claims processing, pricing, credit, and product information support.  This will be a new role within Uhuru as we quickly grow, and the CSAA is expected to provide process improvement ideas, develop procedures and documentation, and contribute to the team environment.

Responsibilities

• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Uhuru customers & team members including the appropriate escalation of issues.
• Provides sales quoting support and expertise to sales and accounts team members.
• Build’s system expertise with the sales process and order management systems to better serve customers.
• Learns product specifications and becomes a go-to resource for product information and data.
• Develops standard operating procedures and best practices.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions.
• Liaise with other departments as required to resolve customer’s issues and questions.

Qualifications

• Language: English proficiency.
• 6 + months experience within a customer service/contact center environment would be an advantage.
• Demonstrated desire to expand skills into new areas.
• Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office Application Excel and Internet browser.
• Business acumen in areas of customer service, e-commerce, retail, logistics or sales support is advantageous.
• Experience in and an eye for process improvement.
• Enthusiasm and strong self-motivation.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Ability to embrace constant change with flexibility and good grace.
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
• Demonstrates effective communication, composure, and professional attitude.

UHURU is an Equal Opportunity Employer (M/F/Disabled/Veteran)