Customer Service Rep Marketplace

Position Impact

Accurately process electronic and manual customer orders while providing a supreme customer experience with a focus on customer satisfaction and retention.

Essential Job Functions

Work all inbound tickets for marketplace/fulfillment sellers using Zendesk platform including cancelling orders, changing addresses on orders, processing returns, providing order status, answering product questions in accordance with policies and procedures.

Receive and process orders for dedicated customers in accordance with policies, procedures and quality standards.

When applicable, work with IT to submit electronic ASN's and Invoices or work to resolve ASN data within online customer portals.

Identify issues on orders such as: pricing, item ID's/UPC's, address issues and communicate to other departments and/or the customer for resolution when applicable.

Maintain and update required documentation (i.e. Vendor Guides) in an accurate and timely manner using established online systems.

Research and respond promptly to all customer Return Authorization requests and communicate requests to the warehouse.

Strive to improve overall service levels by helping to identify needs to revise or enhance existing models and procedures.

Escalate to Supervisor any situations outside the representative's control.

Perform general duties and tasks as assigned.

Qualifications

High School Diploma or equivalent work experience

Electronic Data Transfer and sales order entry experience

Proficient knowledge of Microsoft Word and Excel

Retail industry experience preferred

Excellent analytical, problem resolution skills and detail orientation

Behavioral Attributes

A commitment to self-improvement

Excellent verbal and written communication skills

The ability to embrace and continually adapt to change

A positive attitude even when unexpected challenges arise

A willingness to take responsibility and be accountable for achieving personal and team results

ADA Requirements

Frequently required to sit; talk or hear and use hands to handle or touch objects or controls

Regularly required to stand and walk

On occasion, may be required to stoop, bend or reach above the shoulders

Must occasionally lift up to 25 pounds

Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Disclaimer

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.