Support Representative

HALO•San Jose, CA

2h•Onsite

About The Position

HALO is a global leader in branded merchandise, uniform programs, and recognition and incentive solutions, connecting people and brands to create unforgettable, meaningful, and lasting experiences. With nearly 2,000 employees and 1,000 Account Executives across 40+ sales offices in the United States, HALO serves over 60,000 clients globally. The Support Representative is responsible for connecting with customers to problem-solve and provide information related to webstore order statuses and inventory availability, as well as working with carriers to resolve issues with shipments in transit. This role requires effective communication, problem-solving, and a commitment to meeting customer needs through various channels such as phone, email, and live chat. The Support Representative works collaboratively on a team with program management and cross-collaborates with the fulfillment team on-site at HALO's Silicon Valley, CA fulfillment center, Monday through Friday from 7:00am - 4:00pm PT.

Requirements

2+ years of in-office account support or customer service experience
High School diploma or GED required
Basic computer and internet skills, including proficiency in Word, Excel, and Outlook
Excellent verbal, written, and interpersonal communication skills
Discipline to work productively under minimal direct supervision
Courage to take initiative, share ideas, and suggest improvements
Strong problem-solving abilities and a customer-focused mindset
Flexibility to work well in a team environment, take on new responsibilities and adapt to changes
Able to work overtime when necessary

Nice To Haves

Prior experience working within a CRM/ticketing system
Experience in the promotional products industry

Responsibilities

Work within Zendesk ticketing system to manage, assign, and resolve customer inquiries through phone, email, and/or chat
Ensure accurate and complete records of customer correspondence for referencing
Import orders on a daily schedule, review as needed, and distribute to fulfillment team
Maintain a working knowledge of customer needs across multiple programs within the department
Utilize proprietary order management software to reference and edit customer orders
Assist with basic webstore troubleshooting
Diagnose customer situations and provide one-touch resolution or escalate to program managers if needed
Track shipments on various shippers’ websites and resolve shipment issues (domestic and international)
Assist program management team with reporting on an as-needed basis (metrics on inventory health, shipment tracking, etc.)
Assist fulfilment team with QA checks on an as-needed basis
Check and respond to company emails and chats using Outlook and Teams