Position Summary: 

This role is responsible for overseeing tasks and/or team members within a Customer Service Sales department including activities such as answering and resolving incoming customer communications, documenting customer interactions, entering orders into the system, preparing, maintaining, and distributing miscellaneous department paperwork, records, and reports. Internal and external communications with appropriate parties.  

Here is what you'll do:

• Train and on-board new team members on their roles and responsibilities 

• Manage breaks and time sheets for associates 

• Ensure all company sponsored training has been completed by team 

• Answer and respond to all incoming customers' telephone calls and emails in a courteous and professional manner.   

• Maintain documentation of inquiries, requests and issues in customer interaction tracking database.   

• Research and take action to resolve complaints/problems to the customer's satisfaction, under direct supervision.   

• Ensure customer issues are addressed promptly; follow issues through to completion and partner with other departments as needed to ensure resolution.   

• Work with customers and/or other departments to ensure communication and status updates of issue resolution.   

• Enter orders into the system as required in a timely and accurate manner.   

• Track, maintain, update and correct orders in the system and resolve routine issues, as necessary.   

• Escalate issues to management as appropriate (i.e., missing, or incorrect orders, order accuracy issues, etc.).  

• Prepare, distribute, and maintain department paperwork, records, and reports accordingly (i.e., customer labels, delivery tickets, transaction logs, customer statements, order forms, credit forms, custom customer reports).   

• Review and organize records for accuracy and completeness.   

• Distribute and/or deliver incoming and outgoing mail as assigned.  

• May maintain delivery schedules (both holiday and non-holiday).    

• Customer Credits and/or Billing Process Vendor Credit Memo (VCM) payments (military) 

• Verify pricing for all items included in a return authorization request.  

• Research, authorize and record returns, including mis-picks, damages, outdated items, and product recalls.   

• Process distribution center billing rollups with DeCA (military) 

• Escalate technology related issues to IT (Information Technology) Customer Support Center for resolution.   

• Follow established severity level definitions to apply consistent sense of urgency to issues reported. Send credit tracker report as required.   

• Handle Consumer inquiries and work with internal teams to provide resolution. 

• Quality Assurance Work with external manufacturers to address concerns and establish corrective actions.   

• Additional responsibilities may be assigned as needed.  

Here is what you will need:  

• High School Diploma (required) or GED.   

• One year in sales, customer service, retail or wholesale experience strongly preferred.   

• Microsoft office skills: must be highly proficient with Microsoft Excel and Word.   

• Oral and written communication skills are necessary.   

• Customer service skills, and telephone etiquette.   

• Good organizational skills to prioritize and multitask effectively.   

• Ability to work independently and with others.   

• Ability to analyze data.   

• Ability to use tact and judgment to respond to customer concerns and work cohesively with a team.   

• Ability to work efficiently with frequent interruptions.