Customer Service Representative

The Step2 Company, LLC•Streetsboro, OH

8d•Onsite

About The Position

The Step2 Company is the largest American manufacturer of preschool and toddler toys and one of the world’s largest rotational molders of plastics. It’s our mission to be the leading innovator of children's products that build imaginations and enrich the family's celebration of childhood. Step2 proudly employs moms, dads, grandparents, aunts, uncles and everyone in between. We offer an environment of fun and hard work. Our mission of bringing families together isn’t just for our customers. The Step2 family starts with our employees and we’re excited that you’re interested in joining our team! Job Summary: The Customer Service Representative communicates with customers by telephone, chat, and email. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. The first point of customer contact for general inquiries like product availability, questions, complaints, pricing, orders, replacement parts, recalls, general product information, etc.

Requirements

High School Diploma
2 to 3 years related work experience
Superior communication and interpersonal skills
Ability to effectively communicate in a positive and comprehensive manner
Ability to multi-task, prioritize, organize, and manage time effectively
Excellent problem-solving skills are imperative
Must be able to work in a team environment as well as interact effectively with other departments
Able to work in multiple systems with strong PC skills, including MS Word & Excel

Nice To Haves

Order entry experience - Shopify or other similar platforms, preferred
Ability to speak Spanish or French a plus.

Responsibilities

Builds and maintains customer loyalty by providing prompt, accurate and friendly customer service.
Answers calls, chats, and emails pertaining to consumer inquiries, complaints, replacement parts requests, product information, problem solving assembly assistance and retailers carrying Step2 products. Follow-up as required.
Enters orders via Shopify
Researches open orders to determine why an order hasn’t shipped, etc.
Completes appropriate forms for call tag returns, credit, reship processing or LTL issue follow up.
Documents customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Thinks critically and creatively to find resolution that meets the needs of the end consumer while keeping Step2 profitability in mind.
Performs other tasks as assigned.