Customer Relations Representative

Employment Type: Full Time | Office Hours: 40hrs a week

(Daily schedule to be discussed with the manager.)

What We re Looking For:

Our rapidly growing wholesale distribution business is looking for a teammate who can balance a strong customer service acumen with sharp analytical skills to help process orders for our dealer network. The ideal candidate is exceptionally detail oriented and organized, excels as a team player and can easily pivot among a variety of job related tasks. We hope to find a professional with a remarkable work ethic who is coachable and thrives in a collaborative environment. Talented candidates may have the opportunity to grow into a sales position or other career paths inside of the company.

We are looking for someone who can successfully fill two critical business functions:

1) Order Processing and Customer Service (75% of the job):

Seeking an experienced and savvy excel / Google Suite user who is well versed in aggregating and analyzing data, and someone with a willingness to learn other software systems and our product. Experience with Shift4Shop or other ecommerce sites, and SAAS is a plus. To support our dealer network, your time will be spent working with customers on the phone, by email & CRM.

2) Marketing and Inventory Support (25% of the job):

Act as a liaison to the inventory and warehouse teams. Your time will be spent relaying information and data to the inventory team and sales in order to expedite orders and provide customer service. Work with the digital marketing team to help analyze sales trends, customer feedback, user experience and website functionality.

Qualifications

• Bachelor s Degree in Business Administration or related field preferred

• 1-2 years retail or customer service experience preferably in e-commerce

• Proven working experience as a customer service manager, retail manager or assistant manager

• Solid computer skills: Must be proficient in Excel, Office and Google Suite

• Ability to think strategically and to lead

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Must have a sense of urgency, efficiency and ability to adapt and multi-task.

RESPONSIBILITIES:

• Exceptional communications skills, both verbal and written; able to convey information in a clear and concise manner; asks appropriate probing questions

• Take ownership of customers issues and follow problems through to resolution

• Assisting B2B customers with order status, sale and return inquiries

• Open and update customer accounts, as needed

• Develop service procedures, policies, and standards

• Attract potential customers by answering product and service questions as well as suggesting information about other products

• Keep accurate records and document customer service actions and discussions

• Resolves product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure problem resolution.

• Assisting customers with product issues, regardless of place of purchase

• Notify customer of product backorders and anticipated availability

• Process customer returns, determine nature and reason for return and assess if product is returnable. Correct and reship incorrect orders

• Process related customer paperwork and credits. Send returned products to quality control for check

• Effective inter-company communication with sales directors, marketing, logistics and buying to ensure customer satisfaction

• Assist with operations including order processing, inventory management, and product updates

• Process customer adjustments with appropriate contact with customer

• Be able to recognize deficiencies and collaborate with solutions

• Maintain an orderly workflow according to priorities

• Monitor the website/digital catalog (products) and report any discrepancies or issues to the marketing department

Start Date: ASAP