Furniture Customer Advisor

Roles and responsibilities

Team Management and Leadership:

• Supervising Staff: Lead and manage a team of furniture sales associates, helping them with product knowledge, sales techniques, and customer service skills. Provide guidance and motivation to ensure high performance.
• Training and Development: Conduct training sessions for new hires and provide ongoing education for the team to improve their understanding of furniture products, sales processes, and customer service best practices.
• Scheduling: Create and manage staff schedules, ensuring adequate coverage during peak hours, weekends, and holidays. Ensure the team is well-staffed for both floor sales and back-end tasks.
• Performance Monitoring: Set sales targets for the team and monitor performance, providing feedback, coaching, and conducting performance reviews to ensure the team meets or exceeds expectations.

2. Sales and Customer Service:

• Customer Engagement: Greet customers, assist with their inquiries, and provide personalized recommendations based on their needs and preferences. Help customers visualize how furniture will fit in their homes or spaces.
• Sales Target Achievement: Lead the team in achieving or exceeding sales targets. Implement sales strategies and work with the team to drive high sales and customer conversion rates.
• Upselling and Cross-Selling: Encourage staff to upsell higher-end products, accessories, or complementary furniture items such as cushions, rugs, or storage solutions. Promote special offers, seasonal sales, or promotions to increase sales volume.
• Customer Problem Resolution: Handle customer complaints, issues, and returns efficiently and professionally, ensuring the customer’s satisfaction and fostering long-term loyalty.
• Personalized Service: Assist customers with special orders or customizations for furniture items. Offer advice on color schemes, design, and layout to help them make informed decisions.

3. Product Knowledge and Presentation:

• Product Expertise: Maintain in-depth knowledge of the furniture products, including various styles (modern, traditional, contemporary), materials (wood, metal, upholstery), and their features (e.g., comfort, durability, functionality).
• Product Demonstrations: Demonstrate how certain furniture pieces work or can be used (e.g., convertible sofas, sectional configurations, adjustable chairs). Ensure that the sales team is equally knowledgeable and can provide demonstrations.
• Visual Merchandising: Ensure that the furniture showroom or retail space is well-organized, clean, and visually appealing. Oversee the arrangement and presentation of furniture pieces to highlight their features and maximize customer interest.
• Seasonal Displays: Set up seasonal or promotional displays to reflect current trends, upcoming holidays, or sales events. Update floor plans regularly to keep the store fresh and appealing.

4. Inventory Management:

• Stock Control: Oversee the department’s inventory, ensuring that stock levels are sufficient to meet customer demand. Work with inventory staff to reorder items and ensure that stock is managed efficiently.
• Stock Audits: Perform regular stock checks and audits to verify the accuracy of inventory records and prevent stockouts or overstocking.
• Storage and Organization: Ensure that all products are stored and displayed in a way that maximizes space and accessibility. Ensure that stock is stored safely and that high-demand items are easy to access.
• Product Rotation: Implement a system for rotating products, especially for limited stock or seasonal items, ensuring that older inventory moves first and that new products are prominently displayed.

Desired candidate profile

1. Leadership and Team Management:

• Strong leadership skills with the ability to motivate and guide a team to meet goals and provide excellent customer service.
• Ability to manage and resolve staff conflicts and maintain a positive and productive work environment.

2. Sales and Customer Service Expertise:

• Strong background in retail sales, with a focus on upselling, achieving sales targets, and maximizing revenue.
• Excellent customer service skills, with a proven ability to address and resolve customer concerns quickly and professionally.

3. Product Knowledge:

• Deep understanding of furniture types, materials, styles, and trends. Ability to share this knowledge with customers and staff.
• Ability to offer design and layout advice to customers and help them visualize how furniture will fit into their homes.

4. Organizational Skills:

• Excellent organizational skills to manage multiple tasks simultaneously, such as inventory, sales, customer service, and staff management.
• Ability to manage time effectively and prioritize tasks, particularly during peak sales periods.

5. Communication Skills:

• Strong verbal and written communication skills to interact with staff, customers, vendors, and management.
• Ability to communicate clearly, whether explaining furniture features, training staff, or providing feedback to team members.

6. Problem-Solving Skills:

• Strong problem-solving ability, particularly when addressing customer complaints, inventory discrepancies, or operational challenges.
• Ability to think on your feet and make decisions quickly to maintain customer satisfaction and operational efficiency.

7. Attention to Detail:

• A keen eye for detail, especially when it comes to product displays, inventory management, and customer service.
• Ability to spot issues before they become larger problems, such as inventory shortages or sales floor disorganization.