Customer Service Specialist

Plow & Hearth • Richmond, VA

291d

About The Position

Evergreen respects and celebrates the uniqueness in everyone by offering one of the most extensive selections of home and garden décor worldwide. This selection empowers both retailers and consumers to express their unique identities and forge significant connections with others. We are a cohesive team of collaborators, learners, and listeners, deeply committed to our retail partners. Leading the industry, we set trends with our in-house creative and product development team based in Richmond, VA. Supported by a dedicated sales team and a 20,000 square foot cutting-edge showroom, we introduce market-desired programs and products that enable retailers to deliver an unparalleled in-store shopping experience for their customers. To increase our shipping productivity, we have implemented AMR (autonomous mobile robots) in our pick & pack warehouse facility. We are currently looking for a Customer Service Specialist to join our Customer Service team! The Customer Service Specialist works within the Customer Service Department and is responsible for ensuring that all Retailers, Territory Managers, and District Managers are being provided with excellent service of care for a variety of customer service-related issues. This position is 100% in-office setting. This position requires flexibility during all operational hours and acts as back-up support for all Customer Service functions as needed.

Requirements

• Thrive in a fast-paced and changing environment.
• Detail-oriented, organized, and able to multi-task.
• Strong verbal and written communication skills; able to communicate effectively in a professional environment.
• Proficient computer skills including Microsoft Office Suite.
• Self-starting, with demonstrated time-management skills.
• Reliable, with excellent attendance.
• Develop a strong understanding of internal systems and departments.
• Demonstrated problem-solving skills, thinking creatively and outside of the box to find solutions to problems.

Responsibilities

• Order Management
• Communicate with Sales Reps, Territory Managers, and District Managers to confirm receipt of new orders and update the status of existing orders.
• Accurately resolves customer service-impacting issues independently and within the first contact as reasonably possible during all inbound and outbound voice interactions.
• Communicate with a variety of Freight Carriers to determine the status of shipped orders.
• Accurately resolve customer service-impacting issues via email independently and within the first contact as reasonably possible.
• All emails should be responded to within 48 business hours of receipt.
• Manage the ORC platform to include responding to claims and modifications to accounts.
• Process and complete assigned open order claims in flag.
• All Claims should be completed within 72 business hours of receipt.
• Utilizes employee training materials, SOP (standard operating procedures), and any other supplemental resources and documentation necessary to handle and resolve CS issues accurately and independently.
• Meets attendance, efficiency, and productivity goals within expected standards.
• Report on assigned tasks on a daily, weekly, and monthly cadence, as directed by management.
• Assist in the creation and maintenance of department SOP and training documentation.
• Report any technical issues or concerns immediately for resolution.
• Preserve service continuity through order documentation and strong communication.
• Uncover common issues and lead with recommendations for solutions.
• Identify opportunities for improvement on the process, policy, or customer experience and collaborate with management to implement necessary changes.
• When volume levels are required, coordinate with management for additional support necessary to maintain required service levels and protect the customer experience.
• Assist in training and support of other members of the team.
• Serve as backup support in all areas of the Customer Service department.
• Other duties as assigned.

What This Job Offers

• Industry: General Merchandise Retailers