SUMMARY Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information for Shipping Division. Enter orders and update information in MACH2K Software.

ESSENTIAL FUNCTIONS • Answer inbound calls and process orders on the computer. • Handle customer inquiries both by telephone and email. • Research required information using available resources, including MACH2K, FreshDesk, and web applications. • Manage and resolve customer complaints in MACH2K and UPS tracking system. • Provide customers with product and service information. • Enter new customers and update existing customers in MACH2K program. • Identify and escalate priority issues. • Route calls to appropriate resources. • File transportation claims in UPS tracking system. • Follow up customer calls where necessary • Document all call information according to standard operating procedures in MACH2K. • Provide assistance to team, as needed, to ensure all needs are met. In addition, other duties may be assigned as the needs arise.

EDUCATION, EXPERIENCE AND ABILITIES • Maintains highest ethical standards in compliance with Jack Stack values and guiding principals. • High school diploma or equivalent. • Proficient in relevant computer applications. • Clean and concise understanding of the English language. • Knowledge of customer service principals and practices. • Some experience in a call center or customer service environment for at least six months. • Good Data Entry and typing skills. • Knowledge of administrative and clerical processes. • Strong verbal communication skills • Ability to quickly learn and assimilate new systems. • Ability to make timely decisions. • Ability to exercise attention to detail. • Ability to work on more than one task at a time. • Ability to plan, coordinate and schedule work flow. • Ability to work effectively in a team environment. • Ability to sit and work at a computer for seven plus hours a day.

DRESS CODE Clothing must be businesslike and within the norms of good taste. Extremes in style must be avoided. See-through, clingy, revealing or tight fabrics are inappropriate. Slacks are acceptable. Shorts 4” from the knee or longer are acceptable. Shoes or sandals must be in good condition, free from holes, and cleaned or polished. Athletic or hiking shoes are also acceptable. The following are not appropriate dress: T-shirts, sweatpants, stretch pants, spandex, shorts more than 4” above the knee. Failure to comply with the specific dress code may result in disciplinary action.

NOTE This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their manager. This document does not create an employment contract, implied or otherwise. Fiorella’s Jack Stack is an at-will employer.