Call Center/Retail Assistant

Rockler•Medina, MN

About The Position

The Call Center/Retail Assistant supports Retail purchasing and customer service by processing various purchase orders, resolving shipping, inventory, and drop‑ship issues, monitoring backorders and the FTC workbench, and ensuring accurate, timely communication across teams

Requirements

High school diploma or GED equivalent— 3 years customer service experience desired.
Ability to perform all duties listed.
Excellent customer service skills.
Excellent key-boarding skills
Good communication skills
Ability to remain calm and courteous with customers and others in times of stress.
Ability to keep call focused while promoting specials and add-on products.
Critical thinking skills
Able to successfully multi-task

Nice To Haves

Woodworking knowledge a plus.

Responsibilities

Process and manage Retail purchase orders, including power tool orders, combining planned and customer orders while reconciling cost differences, backorders, and shipping issues, and ensuring timely communication across teams.
Process and manage purchase orders for direct‑to‑vendor shipments, ensuring accuracy, completeness, and adherence to deadlines.
Process Retail Assisted Orders and employee orders to vendors in accordance with standard procedures.
Follow up promptly on Retail inquiries, ensuring clarity, accuracy, and timely resolution.
Provide email support as a backup to the customer service team.
Monitor backorder reports and update Retail and direct‑ship purchase orders with accurate shipping information, alerting Supply Chain Specialists (SCS) to delays that may impact promotions or customer orders.
Resolve inventory and receipt discrepancies, including incorrect, incomplete, overage, shortage, or damaged shipments.
Monitor activity on the FTC workbench and take appropriate action as needed.
Manage and monitor the drop‑ship mailbox, ensuring timely review, routing, and resolution of customer service–related requests.
Manage and monitor the power tool mailbox, ensuring timely processing of inquiries, orders, and follow‑ups related to power tool products.
Review, process, and resolve customer service drop‑ship cases using strong problem‑solving skills and following departmental SOPs.
Contribute ideas and feedback to improve workflows, increase efficiency, and support continuous improvement across the department.
Maintain strong organizational skills and work habits to support overall department objectives.
Demonstrate confidence in job capabilities and in the company’s products and services.
Perform clerical and administrative tasks as needed to support the department.
Perform other duties as assigned.