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Position Overview

Deliver World Class Customer Service. Process and manage consumer online orders, respond to incoming phone, mail and e-mail inquiries, ensuring on-time delivery and overall customer satisfaction. Take the lead on issues and be pro-active in finding solutions.

Essential Job Functions:

  • Enter U.S. and Canadian web orders for timely processing and delivery.
  • Process employee purchases.
  • Assist consumers with order status and product information/availability.
  • Process consumer warranty and replacement requests.
  • Answer calls from customer service phone queue.
  • Follow through on order tracking and verify complete on-time shipments.
  • Process returns and refunds.
  • Maintain customer routing guide manuals.
  • Gather and analyze product data and perform trend analysis.
  • Publish monthly call center report for Senior Management.
  • Perform other duties as assigned.

Education and Experience:

  • College graduate
  • Minimum three (3) years of customer service experience

Proficiencies Required:

  • Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone
  • Solid word processing and computer database skills with knowledge of Microsoft Outlook, Word and Excel.
  • Attention to detail.
  • Good personal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
  • Ability to respond effectively to sensitive inquiries or complaints.
  • Ability to take initiative and prioritize tasks; good time-management, organizational, problem prevention and problem-solving skills.
  • Strong analytical ability with active listening skills.
  • Ability to work accurately with close attention to detail.
  • Ability to maintain confidentiality of sensitive information.
  • Willingness to adapt to changing business needs and deadlines.
  • Ability to study and apply new information.
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