Title:  Customer Service Representative

Req ID:  4347
Job Category:  Customer Experience

Houston, TX, US, 77064



Be Part of the Future of Sleep!


At Serta Simmons Bedding (SSB), we're more than a mattress company, we're a leading global sleep company with a mission to help people sleep better so they can live healthier lives. With a 150-year heritage in delivering industry-leading sleep solutions, we own iconic brands including Serta®, Beautyrest®, Simmons® and Tuft & Needle®.


What You'll Do:


  • Deliver a delightful experience to current and prospective Serta Simmons Bedding customers by fielding incoming questions via Salesforce, e-mail, phone, and fax.
  • Help us fulfill our commitment to accurate, on-time delivery for our customers by:
  • Creating an on-time manual sales order in the Enterprise Resource Planning (ERP) system
  • Verifying accuracy of orders received via Electronic Data Interchange (EDI)
  • Maintaining reporting on all open orders to ensure on time production, delivery, and invoicing
  • Tracking, tracing, and expediting orders as needed
  • Fulfilling support requests for address shipment or delivery changes
  • Handle a large number of support requests daily including assisting with returns, exchanges, special delivery instructions, and product support inquiries from customers.
  • Educate and inform customers and prospective customers on our products, policies, and procedures.
  • Quickly and accurately resolve problems for customers any time experiences don't go entirely as planned.
  • Have the ability to work well with a large, cross-functional team, balance competing priorities and provide support to teammates when needed.
  • Be able to confidently solve unique customer problems using empathy and the ability to make decisions quickly.
  • Maintain a thorough understanding of our evolving products, technology, policies, and procedures.
  • Improve overall customer experience by serving as the eyes and ears of customers by tracking and reporting strengths and pain points to other departments.
  • Challenge the status quo and have fun!

How You'll Do It:


  • Able to work in a team setting.
  • Able to multi-task and work effectively in a fast-paced environment.
  • Strong, effective and professional communication (written/verbal) and interpersonal skills to deal with all levels of staff, management, internal and external contacts and customers.
  • Passionate about helping people and providing honest, transparent service to all customers and guests
  • Extraordinary communication (both written and verbal) with a knack for organization
  • Ambitious and self-motivated with an eagerness to learn and the ability to juggle many tasks simultaneously.
  • Quick to solve problems (or see them before they arise) with a no-task-too-small mentality
  • Genuinely empathetic and approachable, able to assume positive intent
  • Ability to work autonomously and take on challenging situations, excellent decision-making, and prioritization skills

What You'll Bring:


  • Minimum 2 years' experience within a customer service position, preferably within an order entry or order fulfillment role in the manufacturing industry
  • Demonstrated ability to successfully interact with and navigate between multiple software applications throughout the day, preferably to include experience using an Enterprise Resource Planning system as well as Salesforce.com
  • Highly proficient in the full Microsoft Office suite of products (Outlook, Word, PowerPoint, etc.), including Excel


Why work at Serta Simmons Bedding?


When you join SSB, you become part of a winning and diverse team that is excited and committed to helping people get better sleep. We provide inspiring career opportunities, competitive benefits, employee perks, and the chance to be part of the future of sleep.


Benefits and Perks (USA, Salary non-union- optional):

  • Health, Dental, and Vision (starts on day one)
  • Annual employee contribution to HSA
  • 401K with company match
  • Paid Time Off / Vacation
  • 12 company holidays
  • Sick days
  • Company paid short- and long-term disability
  • Paid parental leave
  • Discount programs including Friends and family discounts
  • Referral Bonus
  • Tuition Reimbursement


Employees are required to comply with COVID policies established by a vendor or customer.


It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination, with respect to all terms and conditions of employment, based solely on a person’s race, color, religious creed/religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, ancestry, citizenship status, disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping or expression), medical condition genetic information (including family medical history), or any other protected status except where a reasonable, bona fide occupational qualification exists.


SSB will provide reasonable accommodations to applicants and employees who need them, as required by law.


The hiring salary range for this position applies to where legally required, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable, as otherwise dictated by the appropriate Collective Bargaining Agreement.

Nearest Major Market: Houston