Customer Service Rep II

Customer Service Rep II

Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ's Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we're committed to providing outstanding service and convenience to our members, helping them save on the products and services they need for their families and homes.

The Benefits of working at BJ's:

• BJ's pays weekly
• Eligible for free BJ's Inner Circle and Supplemental membership(s)*
• Generous time off programs to support busy lifestyles*
• Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty
• Benefit plans for your changing needs*
• Three medical plans**, Health Savings Account (HSA), two dental plans, vision plan, flexible spending
• 401(k) plan with company match (must be at least 18 years old)
• *eligibility requirements vary by position
• **medical plans vary by location

Job Summary:

As a Customer Service Rep II, you will act as a liaison between internal and external customers to provide solutions that support customer satisfaction, process improvement, and profitability.

Key Responsibilities:

• Accurately verifying documentation, ensuring all paperwork is accurate, completed on time, and neat
• Coordinating and using resources to achieve objectives that fully support and are linked with company objectives as well as assisting/facilitating other department's functional objectives
• Understanding and meeting the needs of each customer
• Researching, identifying, and resolving customer service issues to minimize recurrence
• Identifying opportunities for improvement of customer service processes, procedures, and programs
• Using Warehouse Management Systems (WMS) to ensure efficient and proper documentation
• Finding and facilitating win/win solutions to conflicting priorities and objectives
• Being cooperative, flexible, and communicating effectively with team members, supervisors, customers, and vendors
• Collaborating/acting as a liaison with other departments to research and resolve issues
• Providing information to help team members understand customers' needs
• Evaluating, prioritizing, and escalating internal and external customer needs and issues
• Finding innovative solutions to accommodate customer needs
• Coordinate resources to ensure solution objectives and customer needs are met
• Building and maintaining effective communication with carriers, vendors, internal and external customers in order to develop innovative solutions to meet customer needs and ensure product quality and services are never compromised
• Providing the safest workplace possible by building an environment where individuals feel a personal sense of responsibility for their safety and the safety of team mates
• Other duties as assigned

Qualifications:

• High school diploma or GED. College coursework, continuing technical education or comparable business experience is a plus
• 2+ years of customer service experience preferred
• Must be able to interact effectively and respectfully with all levels of the organization, customers, and vendors
• Ability to remain calm and focused while prioritizing requests from multiple sources
• Ability to maintain and ensure confidentiality of team member and company information
• Must be able to use multiple forms of communication simultaneously
• Must be able to prioritize multiple calls/requests
• Accuracy and attention to detail
• Proficient in computer usage to include email, word processing, spreadsheets
• Ability to accommodate flexible schedules to meet the needs of the customer to include overtime, nights, weekends and holidays as required
• Ability to Travel (minimal)

Environmental Job Conditions:

• Must be able to lift up to 25 lbs occasionally
• Must be able to sit on an almost continual basis and stand, walk, bend, or squat on an occasional basis in a normal office environment
• Must be able to use computer continuously for long periods
• Ability to adjust to fluctuating temperatures and withstand freezing temperatures as low as -20 degrees Fahrenheit
• Ability to work while wearing appropriate PPE (Personal Protective Equipment) for the job (such as steel-toed protective footwear, safety glasses, hard hat, gloves, insulated clothing, etc)
• Ability to utilize equipment for the job (such as computers, cell phone, copiers, scanners, printers, etc) Frequent use of keyboard and monitor.

In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ's Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $19.75-$23.75.