Order Support Specialist - Trainee

Silver Star Brands•Oshkosh, WI

22d•Onsite

About The Position

Join our Monday-Friday, onsite team and become a key player in delivering top-notch customer service! In your role as a Customer Order Specialist- trainee, you will provide exceptional customer service primarily to mail and phone customers by resolving escalated customer and order issues to ensure all orders are handled with care and precision. Looking for a positive, problem-solving person who is dependable, respectful, and eager to learn and grow within the companyNo weekend or nightsSomeone who is self-motivated, comfortable speaking with customers on the phone, and committed to providing high quality customer satisfaction while collaborating as a team The above is intended to describe the general content of and requirements of the performance of this job. It is NOT to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

Requirements

High school degree or equivalent.
Strong written and verbal communications skills.
Strong decision making ability.
Working knowledge of Word, Excel and Outlook applications
Be available to work weekends and mandatory extra hours as volume requires.
Attendance is crucial to the success of our organization.
Team members need to be dependable and work the shift they are scheduled.
Be available to work mandatory extra hours as order volume requires.
Quality and superior customer service are critical.
Team members must be committed to working towards high customer satisfaction.
Production standards/expectations are set for each area.
Team members must complete the required training and meet or exceed production standards in a timely manner.
Flexibility is essential in any of the jobs or areas within Customer Relations.
Team members will be expected to move to different areas and work in different processes while maintaining production standards and upholding customer expectations.
Honesty and integrity is expected from all team members at Silver Star Brands.

Nice To Haves

Ideal canidate has customer service experience.

Responsibilities

Provide troubleshooting and order issue management support to Customer Relations and Partner agents via phone, email and eform
Resolve complex order issues, including payment problems, order holds, manager reviews, and customer follow-ups, ensuring accurate and timely processing
Learn our order processing system, DAX
Handle website & DAX questions/issues and report as needed
Train on adjusting mail orders in DAX- may include line, personalized, credit card, preferred credit and Christmas card orders
Identify problems and seek solutions for order issues prior to entry into DAX (No enclosures, Problem Orders, Etc)
Train on identifying areas of opportunity and seek solutions in the effort for continuous improvement.
Train on effectively handling escalated calls from internal and external customers.
Professionally handle switchboard calls from external customers.
Train on investigating/responding to product inquires and report appropriately
Cross Train in Returns and provide back-up or overflow assistance as needed
Maintain department performance standards for productivity and quality
Attempt to save sales and/or increase average order size by calling customers on appropriate orders and using new sales techniques while handling orders once trained
Resolve backorder issues as notices are received from customers
Complete varying projects and tasks as assigned
Display ability to work independently and make appropriate decisions