Customer Experience Representative
About The Position
The Customer Service Representative is responsible for the Customer Experience in the retail showroom of the DCs, including order fulfillment activities by walk-in customers and through online orders. This role will be responsible for ensuring orders are processed and fulfilled with excellent customer service, in partnership with our sales and operations colleagues, with a primary focus on assisting all customers - internal and external - in a friendly and expeditious manner and educating customers on alternative solutions/materials as required. Contribution Facilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provide best-in-class customer service, as a clear differentiator from our competitors.
Requirements
- High school diploma required; post-secondary education with a focus on business a plus
- Two (2) plus years of related customer service experience
- Strong customer service and troubleshooting skills
- Exceptional conflict resolution, negotiation, and objection handling skills
- Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment
- Ability to effectively communicate verbally and in writing
- Ability to work well under pressure
- Proven data entry, data editing, and typing skills
- Demonstrated experience analyzing and resolving customer service and client issues
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
- Ability to respond quickly in a dynamic and changing environment
- Ability to build and maintain lasting relationships within various corporate departments with key business partners and customer
Responsibilities
- Fulfill both walk-in retail and online order activities
- Input all sales orders taking the process from order entry to pick release
- Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
- Print delivery notes for the Warehouse Team once pick release process is complete
- Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes
- Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution
- Troubleshoot issues within the customer service process
- Assist with complex invoice requests and order entries
- Coordinate RMA requests and facilitates scheduling
- Escalate outstanding credit holds with Credit team
- Liaise with Sales Team to ensure orders are fulfilled
- Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary
- Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
- Work cross functional to facilitate transfers and escalate problems/concerns
- Escalate any capacity issues to management
- Determine open order requirements and prioritize unloading of containers
- Manage open order requirements and pull/push inventory from other locations, as required
- Reconcile paperwork, daily
- Other duties as assigned
Benefits
- Comprehensive benefit package including: Medical, Dental and Vision Insurance, Employer-Paid Basic Life Insurance, AD&D and Short-Term Disability, plus insurances such as Short-Term Disability and Long-Term Disability, Voluntary Accident, and Critical Illness
- An Employee Assistance Program that you or your dependents can access
- Generous Paid Time Off and Paid Holidays
- 401(k) Retirement Plan (with employer match)
- Internal ongoing educational/training opportunities
- Competitive compensation
- Continuous coaching & mentorship
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
