Customer Care/Drop Ship Assoc
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BASIC PURPOSE: The primary focus of this position is customer service. This includes managing daily/weekly reports, accurate data entry, detailed problem solving, quality assurance check of data and being a team player that fosters a morale-enhancing environment. The associate is also required to accurately and professionally handle all phone, note mail, and email inquiries from customers, other associates, merchants, and vendors. Responsible for managing and meeting scheduled deadlines.
KEY RESULT AREAS:
- Assist with multiple reports and daily productivity such DS and TR note mails, MIRs, To The Trade, RX Review and general inquiries.
- Must own and resolve all customer issues.
- Must establish excellent working relationships with all customers, merchants, vendors and others in order to assist customers with their questions or problems to maintain a 48 hour maximum resolution to all inquiries and customer issues this includes learning processes in a variety of 3rd party websites.
- Communications with Management to report trends, issues or any obstacles that may inhibit or alter meeting established service goals.
- General understanding of debit, credit and inventory processes in order to meet financial accuracy when working with invoices, Temporary Credits (RX) and Return Never credits (RN) including filing claims and working with pending cancel requests.
- Assist with special projects upon request and must cross train in all areas of the department to have a comprehensive understanding of the interrelated drop ship processes.
SKILLS EXPERIENCE PREFFERED:
- Independently researches escalated internal and external customer issues by using probing techniques and problem solves to identify necessary steps to resolve concerns and maintain customers
- Excellent dependability, reliability and accountability
- General accounting understanding for debit, credit and inventory processing
- Must be flexible, detail oriented and able to multi-task
- Proficient in CMOS and skilled to proficient in Microsoft O365
- Superior customer service skills and phone etiquette
- Strong analytical, organizational, and problem-solving skills, deadline oriented
- Excellent communication skills with emphasis on written communications
- Ability to work additional hours as business needs dictate, including early mornings, evenings, weekends, or holidays if necessary
- Any additional tasks and responsibilities as required