Customer Support Specialist

Title: Customer Support Specialist

Location: Rock Hill, SC

Job Type: Full-time

Schedule: M-F 8:00am-5:00pm (1 hour lunch break); may need additional availability on occasion for special projects, etc.

Salary: $18.27 - $40.00 per hour (Actual compensation will be determined based on experience, location, and other factors permitted by law)

Classification: Non-Exempt

Why Work @ BEDGEAR?

If you're looking for a career and not just a job, BEDGEAR provides a work environment that accelerates growth for all its team members. Keeping up with the everyday challenges of a fast-growing consumer goods company demands a team of all-in players, who are focused on continuous improvement, collaboration, leadership, and have a growth-mindset. If you want to elevate yourself personally and professionally, surrounding yourself with others that share the same values, beliefs, and behaviors will provide the support and extra push to reach new heights and smash new goals. At BEDGEAR you can expect to find successful teammates who exemplify our core values of being:

HUNGRY - HUMBLE - CURIOUS - CLEVER - COMMITTED - HUMANITARIAN

About the Position:

The Customer Support Specialist deals directly with retail partners. They accept and acknowledge orders.

What's Expected (including but not limited to):

• Manually enter between 100-200 orders daily, this will come to Customer Support via the [email protected] inbox
• Perform order changes requested by retail partners, and coordinate with the appropriate Distribution Center, This only applies to orders that have not shipped, and must be cleared by the Customer Support Supervisor or Manager
• Cancel orders requested by retail partners, up to $1,500, over $1,500, send to Account Management to obtain approval, this only applies to orders that have not shipped, and must be cleared by Customer Support Supervisor or Manager
• Import orders via EDI (Electronic data interchange)
• Acknowledge customers same day/if there is an issue, it must be dealt with, with appropriate parties immediately
• Analyze orders in search of unusual requests or inaccuracies, and report to the appropriate party, such as:
  • Incomplete case quantities
  • Incorrect pricing
  • Credit Card Processing
  • Credit Hold
  • Incorrect SKUs
  • Shipping address
  • Incorrect assortment
  • Drop ship order that does not have a drop ship account set up
  • POP orders submitted directly by a retail partner or sales rep
  • Etc.
• Communicate product timeliness/delays
• Maintain up-to-date product knowledge
• Process ASNs (Advanced shipping notices) timely and accurately via EDI (Electronic data interchange) - the day the order ships
• Assist with Daily inventory feed for required retail partners via EDI (Electronic data interchange) as well as manual spreadsheet
• Process RMAs (Return Material Authorization) / Replacement orders / Quick Ships
• Process RMA refunds for Pillow Promise and Comfort Exchange, PROVIDED the terms sheets are on file, if not on file, submit a request to Account Management for review with Sales Director.
• Process Bedgear Ecommerce orders
• Assist with additional projects as requested by Customer Support Manager, Customer Support Supervisor, and Bedgear Directors
• Communicate with and issue work to multiple Distribution Centers
• Prompt replies to retail partner requests, such as tracking information, order status, etc., these requests will generally come through the [email protected] in-box
• Responsible for the creation and follow-up of Cases
  • Enters Cases when a customer contacts BEDGEAR
  • Works with the responsible department to tackle the root cause of customer issues to better service the customer
  • Close all Cases within 24 hours
• Provide first-class, personable Customer Support via phone and e-mail to Sales Directors, Sales Representatives, Account Management, other various departments, and Bedgear Retail Partners
• Adhere to the "Rules of Engagement" where our retail partners are concerned

Minimum Requirements:

• Must be 18 years of age or older
• HS Diploma or GED
• Must be legally authorized to work in the United States and have IDs needed to verify
• English Proficient (reading, writing, speaking/listening, comprehension)
• Must be willing and able to take/pass an introductory skills test
• Excellent written and oral communication skills
• Strong data entry skills
• Detail oriented
• Exceptional organizational skills
• Extremely customer satisfaction-focused
• Excellent reasoning / analytical skills
• Self-starter
• Ability to work under pressure and provide quality output
• Ability to follow up constantly and keep current workload moving forward
• Must take responsibility/ownership
• Must be able to see obstacles as an opportunity and overcome them to deliver to the customer

Education/Experience/License Requirements:

• HS Diploma or GED
• 3-5 years of order entry, EDI (electronic data interchange), RMA (return materials authorization), and customer service experience
• 65+ wpm typing speed with extreme ACCURACY

MUST HAVE:

Ability to prioritize effectively and operate efficiently; use sound judgment to make rational decisions; ability to recognize opportunities and evoke change where applicable; must be objective v. subjective; strong follow-up skills; intrapersonal skills; excellent communication skills; attention to detail and process orientation; problem-solving skills; coaching and mentoring skills; must have a thorough understanding of company's confidentiality agreement

About BEDGEAR® PERFORMANCE®

Launched in 2009, BEDGEAR® is the brand of Performance® that provides innovative bedding by focusing on an active lifestyle and well-being. BEDGEAR's sleep solutions are engineered with Performance fabrics that are temperature neutral and instant cooling and maximizes airflow to allow the body to naturally regulate its temperature. With a core belief of One Size Does Not Fit All™, BEDGEAR has redefined the way people view sleep by developing interactive in-store experiences and breathable bedding products that are personally fit to a consumer based on specific factors, including body type, sleep position and temperature. BEDGEAR is dedicated to integrating environmental responsibility into product development to ensure less returned goods are being sent to landfills. BEDGEAR is essential to the rest and recovery routines of professional athletes and active people who need to maximize their sleep. A proud manufacturer in the USA, BEDGEAR offers mattresses, pillows, sheets, blankets, pet beds as well as travel, kids and baby products that often feature removable and washable covers to maintain a clean and healthy sleep environment. BEDGEAR is represented in more than 4,000 retail stores across the globe and has earned more than 220 U.S. and worldwide patents, trademark registrations and pending applications. Sleep Fuels Everything®!

Learn more at bedgear.com.

BEDGEAR® is proud to be an Equal Opportunity Employer that participates in the E-Verify program!