PURPOSE OF THE JOB

The Private Brands Support provides general customer service for internal & external customers including but not limited to special order requests, shipping claims, warranty claims, collections, support for private brands, and other duties assigned as assigned.

RESPONSIBILITIES/DUTIES

• Communicate with internal & external customers via phone and email concerning order issues.
• Resolve customer order issues by coordinating with 3rd party vendors and other areas of the business.
• This position will work in one of four specialties:
  • Private Brands Support: Handle inbound calls and emails from customers & stores reaching out to our Private Brand companies. Provide technical support, answer warranty questions, order replacement parts, and help with product repairs. Assist with warranty support for some of our other vendors and Asurion.
  • Resolutions Support: Contact customers to collect money from gear shipping without payment, short payment, or advance returns that didnt get returned. Provide support to the warehouses for return issues, escalated shipping requests, CYCCOM/stores to resolve complex order issues, and issues concerning loyalty points in CCC.
  • Shipping Support: Handle claims with shippers for lost and damaged packages caused by shipper errors. Process, re-route, and return to shipper requests. Provide support with our international provider: Borderfree. Resolve issues related to drop ship orders that are shipping directly from vendors to our customers.
  • Special Orders Support: Coordinate with our vendors and inventory teams to determine price, availability, & SKUs for special order items.
• Adhere to service level agreements and contacts per hour goals set by management.
• Additional duties as assigned.

MINIMUM REQUIREMENTS & SPECIAL ATTRIBUTES

• High School Diploma or GED required.
• One (1) to three (3) years of sales, customer service, and/or collections experience desired.
• Excellent communication skills.
• Analytical Skills: Explores information, data, reports, and/or items in order to extract meaningful insights, which can be used to problem solve.
• Collaboration: Able to develop cooperation and teamwork while participating in and leading groups, working toward solutions which generally benefit all involved parties. Proven cross-functional team participation capabilities. Able to work effectively with internal and external partners to accomplish goals.
• Customer Focus: Able to understand and focus on the customer experience when designing services and processes. Able to establish and maintain effective relationships with customers and gain their trust and respect.
• Interpersonal Communication: Able to communicate with diverse people in a clear, concise, and courteous manner through multiple methods, including verbal and written. Caters messages to specific audiences. Demonstrates respect to others, surroundings, and self.
• Initiative: Able to identify opportunities and issues and proactively follow through to capitalize and resolve them. Takes positive action without necessarily being requested to do so and thinks critically to identify solutions. Driven by continuous process improvement and creativity. Tireless worker with a positive, can-do attitude.
• Organizational Skills: Able to utilize time, energy, and resources to manage priorities, stay on track, and achieve goals. Establishes a systematic course of action to achieve an objective. Manages multiple projects and pays strong attention to detail. Completes tasks thoroughly in a timely manner.
• Technology Skills: Able to navigate technology systems, equipment, and computer programs needed to fulfill communication, customer service, and business needs & expectations. Proficient typing speed.

Physical Functions:

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

EQUIPMENT USED

Standard office and computer equipment including MS Office software.

WORK ENVIRONMENT

Office cubicle environment with minimal exposure to the environment or health hazards.

LANGUAGE SKILLS

Must be able to speak, read, write, and comprehend English.