Customer Service Representative

 DIVISION: Customer Service | REPORTS TO: Customer Service Manager

Objective 

Responding to emails, live chats, web contact forms, and phone calls while providing exceptional customer service. Proficient in live action problem solving. Utilizing best practices for managing workflow to respond and resolve issues in a timely manner. 

 Key Responsibilities

Customer Service 

• Responding to emails, live chats, web contact forms, and phone calls while providing exceptional customer service.  
• Proficient in live action problem solving.  

• Utilizing best practices for managing workflow to respond and resolve issues in a timely manner. 

Ecommerce Order Management 

• Ability to provide order status updates to guest.  
• Research inventory available in the distribution center and retail stores.  
• Update shipping addresses.  
• Cancel and refund orders.  
• Process return and replacement orders for defective product.  
• Process replacement orders for missing packages along with filing claims with UPS.  
• Follow up on delayed shipments.  
• Communicate order updates to the distribution center, assisting guests with order placements 

Customer Repair Management  

• Communicating status updates on guest repairs (direct and from stores) received at the factory.  
• Communicating delays.  
• Providing updates regarding work completed.  
• Taking payment over the phone.  
• Communicating guest needs to the repair team. 

 Key Soft Skills

• Critical Thinking 
• Adaptability  

Key Software’s

This role will be utilizing the software’s listed below, exposure to some is a plus but not mandatory for this role.  

• Salesforce 
• Magento 
• Microsoft AX 
• UPS 
• Auth.Net 

Qualifications 

• High school diploma, GED 
• Customer service or retail experience 

Nice to Have

• 3 years of customer service or retail experience