Location: Portland, Maine

Description:

Purpose: Provide customer service to both ecommerce, retail customers and visitors.

Scope: Provide support to all stores relative to customer service. Facilitate product returns, repairs, and exchanges - improving and streamlining processes where necessary. Document and report on all customer service inquiries, problems, and outcomes to measure results and successes.

Responsibilities:

• Support day-to-day retail and ecommerce operations.
• Assist customers with daily inquiries via phone, email, and in person.
• Monitor and track common customer service inquiries; elevate to appropriate channel management.
• Properly delegate channel specific inquiries to the appropriate contacts within company.
• Support marketing department by accurately conveying current promotion plans.
• Process manual orders for repairs, exchanges, and phone orders when necessary.
• Confer with customers by telephone, email, and in person to provide information about products and services, to take orders, and articulately solve individual complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Provide support to the remote retail store managers in regard to standard operating procedures and practices in conjunction with Portland Headquarters.
• Proficiency with NetSuite ERP software.

Job Qualifications

Must Requirements (including any physical requirements):

• Exceptional customer service skills and knowledge of company product and services offered.
• Be a team player and jump in to support any needs in the company when called upon.
• Solid interpersonal, communication, and organizational skills.
• Ability to perform multiple tasks related to role in a fast-paced work environment.
• Strong desire to insert self into understanding all department roles and processes to foster improvements.
• Highly skilled with Microsoft Office products with an ability to educate others.
• Capable of occasional long work periods during peak retail/ecommerce season.