Customer Care/Drop Ship Assoc
Job Summary:
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 Performance Elements:
• Assist with multiple reports, including the unmatched, aging, CMOS and Vendornet shipped/invoiced reports.
• Must be available to cover over duties as needed: DS notemails, MIRs, 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. This is done in order to maintain a 48 hour maximum resolution to all inquiries and customer issues.
• Communications with Management in order 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) issues as well as filing claims and working with pending cancel requests.
• Assist with special projects upon request and must cross train in all areas of the department in order to have a comprehensive understanding of the interrelated drop ship processes.
• All other duties as deemed necessary and as business dictates.
Requirements:
Knowledge/Skills/Abilities
• Self-starter with a flexible and multi-task oriented mindset.
• Excellent dependability, reliability and accountability.
• Experience with PC, Lotus Notes and Excel Skills.
• Strong communication skills both verbal and written to interact with customers, merchants, vendors and carriers.
• Alpha/numeric data entry accuracy.
• General accounting understanding for debit, credit and inventory processing.
• Must be flexible.
• Strong organizational skills.
• Ability to work additional hours as business needs dictate, including early mornings, evenings, weekends or holidays if necessary.