Customer Service Representative - Greenhouse Megastore

BFG Supply

9h•Remote

About The Position

The Customer Service Representative for Greenhouse Megastore responds to inquiries from customers regarding order status, delivery, or product complaints. This role involves answering inbound phone calls, emails, or website queries, evaluating customer needs, and determining appropriate actions. The representative will investigate order statuses with warehouses, vendors, or freight carriers, monitor and coordinate product returns, and assess damage or incomplete shipment claims. They are responsible for processing returns, write-offs, and issuing refunds or credit memos, while ensuring timely follow-through on open customer issues. Documentation of customer inquiries and resolutions on system platforms is required, along with communicating website functional issues to the web designer and monitoring social media for questions and comments.

Requirements

High School Diploma with a minimum of 3 years of experience in a customer-facing role required.
Experience in a business to consumer environment.
Interpersonal and customer service skills to ensure positive interactions with customers.
Ability to diagnose problems and select solutions from a range of options.
Good organizational skills and the ability to multi-task.
Good listening and communication skills.
Teamwork skills to collaborate with representatives and coworkers in other departments.
General computer skills. (Microsoft Excel and Microsoft Word)

Responsibilities

Answers inbound phone calls, emails, or website queries from customers, evaluates their needs and determines appropriate actions.
Investigates customer order status with warehouse, vendor for direct ship orders, or freight carrier for delivery status, and responds to customer accordingly.
Monitors and coordinates product returns with customer, warehouse and logistics.
Assesses damage or incomplete shipment claims to apply appropriate credit, return or destroy procedures.
Processes product returns or write-offs and issues customer refunds or credit memos.
Take responsibility for and follow through on open customer issues ensuring timely response.
Documents details of each customer inquiry and their resolution on system platforms.
Communicates website functional issues to web designer.
Monitors social media sites for questions or comments, prepares and posts responses.