Front Desk Liaison

Amain.com•Charlotte, NC

25d•Onsite

About The Position

As a Front Desk Liaison at AMain Inc., you are the physical point of contact and welcoming face of our Charlotte, NC facility. This dynamic role acts as a vital bridge between our remote customer service team and on-site operations. You will greet guests, manage the digital ticket queue, process returns, and support both the distribution center and customer service departments. The ideal candidate is a proactive, detail-oriented, and highly collaborative team player who brings a welcoming energy to the office.

Requirements

Previous experience in customer service, reception, or warehouse operations is preferred.
Interest in or knowledge of remote-control (RC) hobbies (cars, helicopters, planes) is a strong plus.
Excellent verbal and written communication skills.
Able to draft clear correspondence, explain details professionally to customers/colleagues, and follow standard operating procedures.
Computer literate with experience in email, internet navigation, and MS Office (Excel, Word, Teams).
Experience with Zendesk is highly preferred.
Typing speed of at least 25 WPM.
Competent in basic business math (addition, subtraction, multiplication, division, fractions, decimals, and basic percentages).
Outstanding attention to detail, exceptional multitasking ability, and a strong, cooperative work ethic.
Friendly, polite, and comfortable engaging directly with members of the public.
Possesses a self-assured, helpful approach to solving problems on the fly.
Thrives as an active, supportive member of a cross-functional team.
Frequently required to sit, stand, walk, reach, bend, stoop, kneel, crouch, or crawl.
Occasional climbing or balancing on ladders is required.
Frequent use of hands and arms to handle, package, or sort inventory.
Must be able to regularly lift and move up to 25 lbs.
Close/distance vision, the ability to focus, and the ability to distinguish colors to accurately verify physical inventory.
Comfortable working in a mixed office and warehouse setting with a moderate noise level (typical of an active call center and fulfillment environment).

Nice To Haves

Interest in or knowledge of remote-control (RC) hobbies (cars, helicopters, planes) is a strong plus.
Experience with Zendesk is highly preferred.

Responsibilities

Greet and assist all incoming office guests, projecting a professional, helpful, and welcoming image that reflects company values.
Maintain a clean, organized reception area. Assist with administrative and clerical tasks including filing, labeling, and decorating the front desk area for holidays or company events.
Take orders, fulfill, and distribute orders to walk in customers.
Maintain open communication with remote customer service staff and serve as their on-site hands in the Charlotte facility.
Locate, verify, and adjust physical inventory within the distribution center.
Measure, weigh, and verify physical details of products (such as colors and parts descriptions).
Update online product descriptions based on physical observations.
Resolve inventory discrepancies and repack items for sale.
Contact shipping carriers to request service adjustments, tracking updates, or address alterations.
Efficiently monitor, organize, and prioritize customer inquiries within Zendesk, MS Outlook, and MS Teams.
Read, analyze, and resolve customer issues via email, live chat, and phone calls in compliance with company policies.
Input customer orders, investigate account issues, resolve product inquiries, and issue refunds or credits as authorized.
Pull, double-check, pack, and distribute customer orders within the warehouse to support same-day shipping goals.
Receive, inspect, and process physical customer returns following RMA guidelines.
Contact customers directly to resolve return discrepancies.
Assist with warehouse quality control and packaging of in-house brand products.
Participate in cross-departmental training swaps to build a well-rounded understanding of operations (requires flexibility with scheduling).