Furniture Customer Advisor

Roles and responsibilities

1. 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.

Desired candidate profile

. 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.