Customer Service Representative
About The Position
The Customer Solutions Associate is the primary point of contact and advocate for customers, supporting the End-to-End Order to Cash process by optimizing orders, improving efficiency, and minimizing waste. The role handles order capture and monitoring, resolves order and delivery issues in coordination with customers and internal teams, and manages return requests and refusals. The hybrid position is based in Seattle, Washington, with three office days each week from Tuesday through Thursday. The stated schedule is 6:00 a.m. to 2:30 p.m. The role supports three different teams, including a phone-based customer service team that works from a queue and a team that manages a shared customer inbox. It may also assist field partners or sales teams. The team has eight people, and the role includes two weeks of training before active duties begin.
Requirements
- At least 2 years of customer service experience in any setting, including retail.
- Ability to communicate clearly and concisely, orally and in writing.
- Ability to balance multiple priorities and meet deadlines in a fast-paced, changing environment.
- Self-starter who can proactively identify areas for improvement or inefficiencies.
- Attention to detail.
- Ability to perform data or order entry.
- Organization and time management skills.
- Strong customer service skills, including the ability to handle upset or difficult customers professionally.
- Ability to analyze, diagnose, and resolve problems.
- Basic skills in Microsoft Windows and internet applications.
- Problem-solving skills and ability to think quickly.
- Tech-savvy and able to adapt to changes.
- Excellent written and verbal communication skills.
- Excellent analytical aptitude and ability to analyze and interpret data.
- Well-organized, methodical thinker with strong decision-making skills.
- Strong and creative problem-solving skills.
- Ability to work independently with minimal supervision.
Nice To Haves
- Undergraduate degree strongly preferred.
- At least 2 years of experience in Order Management, Distribution, Inventory Management, or related fields preferred.
- Proficiency in Microsoft Office applications such as Word, Excel, and Outlook.
- Proficiency in SAP, BW, and Business Objects preferred.
Responsibilities
- Receive and submit orders on behalf of customers.
- Identify and resolve demand capture failures within defined Service Level Agreements (SLAs).
- Monitor open orders according to the Daily Activity Schedule and follow required tasks and cadence.
- Collaborate with customers and cross-functional business partners to resolve blocked orders within SLA.
- Optimize orders for logistical efficiency, including maximizing payload and grouping or splitting orders.
- Contact customers about out-of-stock or stock allocation issues.
- Work with the Order Fulfillment team to resolve issues preventing delivery note creation.
- Contact customers and propose resolutions for issues identified after delivery note creation due to transportation or warehousing issues.
- Serve as the principal customer contact for capturing, creating, and registering return requests.
- Assess return requests for compliance with Market Return Policy Conditions.
- Obtain Sales authorization for return requests that exceed Market Return Policy Thresholds.
- Validate that returned products are in sellable condition and that relevant documentation is provided for credit or debit analysis.
- Coordinate destruction or donation of goods when physical return is not warranted.
- Ensure refusals created by the OS&D team in Transportation have appropriate order reason codes and correct pricing before billing.
- Analyze reasons for refusals and contact customers to propose mitigation actions.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical Illness, Accident, and Hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions, if eligible.
- Voluntary life insurance and AD&D coverage for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off/leave, which may include PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Education Level
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