The Role
Provide timely, accurate phone and email support for order processing, manually enter orders, research and resolve inquiries, document communications, follow retailer routing guides, and assist with KPIs and SOPs to ensure client satisfaction.
Summary Generated by Built In
The Client Services Representative ensures client satisfaction by providing timely, efficient, accurate, and friendly service via telephone and email systems. Requires minimal supervision; must have strong analytical skills. Job functions require independent and creative thinking along with strong problem-solving skills. An ideal candidate will be highly detail-oriented, possess a positive attitude, and have excellent communication skills. Must be willing to work in a challenging, fast-paced environment.
ESSENTIAL FUNCTIONS
- Sort through customer emails, analyze the request and process thru the designed course of action
- Contact customer directly through phone or email to collect information for order processing
- Manually enter orders into appropriate system following the protocols set by management
- Effectively document all communications made with customers while resolving or escalating issues in a timely fashion.
- Effectively communicates difficult/sensitive information tactfully to customers
- Research and resolve inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction
- Assists supervisor with tracking KPI's and SOP's and keeping them up to date
- Communicates with other Dept. & management to resolve problems and expedite work
- Experience with Commerce Hub, SPS and major retailers such as Kohl’s, Target, Wal-Mart, Bed Bath Beyond and other major retailers a plus
- Will be responsible to keep all customer compliance and routing guides up to date
- Navigate thru major retailers routing guides to determine specific requirements which apply to process their orders
- Ability to communicate effectively to a variety of audiences
- Able to work with client specific websites to monitor and process daily orders meeting the delivery time specifications
Required Skills
- Previous customer service/call center and (or) data entry experience preferred
- Typing skills at 25-30 WPM are necessary
- Computer proficiency with MS Office (Word, Excel, and Outlook), Internet is required
- Experience with AS400-ASW system is helpful
Required Experience
- High School Diploma required
- Minimum of 2 years call center/customer service experience is preferred
About
FIDELITONE helps clients earn their customers’ loyalty through specialized services in inbound logistics, order fulfillment, last mile delivery, and service parts management. With 40+ locations across the U.S. and over 7 million annual shipments and deliveries, FIDELITONE manages resources, creates right-fit solutions, and optimizes supply chain processes to advance clients’ business performance and profitability.Founded in 1929 with an entrepreneurial spirit and the principle of customer focus, FIDELITONE has been leading the supply chain industry with high-performing systems for over nine decades.
Skills Required
- High School Diploma
- Typing skills at 25-30 WPM
- Computer proficiency with MS Office (Word, Excel, Outlook) and Internet
- Strong analytical skills
- Excellent communication skills
- Willingness to work in a challenging, fast-paced environment
- Order entry and data entry experience / ability to manually enter orders
- Documenting communications and escalating/resolving customer issues
- Previous customer service/call center and/or data entry experience
- Minimum of 2 years call center/customer service experience
- Experience with AS400-ASW system
- Experience with Commerce Hub, SPS and major retailer systems
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The Company
What We Do
FIDELITONE is a supply chain management firm that delivers exceptional customer experiences and helps you earn their loyalty through specialized services in inbound logistics, order fulfillment, last mile delivery and service parts management.
