Front Desk Liaison

Description

 Reports To:      Customer Service Manager & Customer Service Supervisor

• Location:      Charlotte, NC Office & Warehouse
• FLSA Status:      Non-Exempt
• Classification:      Full-Time (Approx. 40 hours/week)

Job Summary

As a Front Desk Liaison at AMain Inc., you are the physical point of contact and welcoming face of our Charlotte, NC facility. This dynamic role acts as a vital bridge between our remote customer service team and on-site operations. You will greet guests, manage the digital ticket queue, process returns, and support both the distribution center and customer service departments. The ideal candidate is a proactive, detail-oriented, and highly collaborative team player who brings a welcoming energy to the office.

Requirements

Key Responsibilities

Front Desk & Guest Relations

• Brand Ambassador:      Greet and assist all incoming office guests, projecting a professional,      helpful, and welcoming image that reflects company values.
• Administrative Support: Maintain a clean, organized reception area. Assist      with administrative and clerical tasks including filing, labeling, and      decorating the front desk area for holidays or company events.
• Order fulfillment for online pick up and walk ins: Take orders, fulfill, and distribute orders to walk in      customers. 

Remote Team & Warehouse Liaison

• Physical On-Site Support: Maintain open communication with remote customer      service staff and serve as their on-site hands in the Charlotte facility.      Key tasks include:
  • Locating, verifying, and adjusting physical inventory       within the distribution center.
  • Measuring, weighing, and verifying physical details of       products (such as colors and parts descriptions).
  • Updating online product descriptions based on physical       observations.
  • Resolving inventory discrepancies and repacking items       for sale.
• Carrier Coordination:      Contact shipping carriers to request service adjustments, tracking      updates, or address alterations.

Omnichannel Customer Support

• Queue Triage:      Efficiently monitor, organize, and prioritize customer inquiries within      Zendesk, MS Outlook, and MS Teams.
• Inquiry Resolution:      Read, analyze, and resolve customer issues via email, live chat, and phone      calls in compliance with company policies.
• Order & Account Management: Input customer orders, investigate account issues,      resolve product inquiries, and issue refunds or credits as authorized.

Fulfillment & Returns Logistics

• Order Fulfillment:      Pull, double-check, pack, and distribute customer orders within the      warehouse to support same-day shipping goals.
• Returns Processing:      Receive, inspect, and process physical customer returns following RMA      guidelines.

Ad-Hoc & Secondary Duties (As Needed)

• Contact customers directly to resolve return      discrepancies.
• Assist with warehouse quality control and packaging of      in-house brand products.
• Participate in cross-departmental training swaps to      build a well-rounded understanding of operations (requires flexibility      with scheduling).

Qualifications & Experience

• Experience:      Previous experience in customer service, reception, or warehouse      operations is preferred. Interest in or knowledge of remote-control (RC)      hobbies (cars, helicopters, planes) is a strong plus.
• Communication Skills:      Excellent verbal and written communication skills. Able to draft clear      correspondence, explain details professionally to customers/colleagues,      and follow standard operating procedures.
• Technical Skills:      Computer literate with experience in email, internet navigation, and MS      Office (Excel, Word, Teams). Experience with Zendesk is highly preferred.      Typing speed of at least 25 WPM.
• Mathematical Skills:      Competent in basic business math (addition, subtraction, multiplication,      division, fractions, decimals, and basic percentages).
• Core Attributes:      Outstanding attention to detail, exceptional multitasking ability, and a      strong, cooperative work ethic.

Desired Characteristics

• Welcoming Personality: Friendly, polite, and comfortable engaging directly      with members of the public.
• Confident & Resourceful: Possesses a self-assured, helpful approach to solving      problems on the fly.
• Collaborative:      Thrives as an active, supportive member of a cross-functional team.

Physical Demands & Work Environment

• Physical Agility:      Frequently required to sit, stand, walk, reach, bend, stoop, kneel,      crouch, or crawl. Occasional climbing or balancing on ladders is required.
• Manual Dexterity:      Frequent use of hands and arms to handle, package, or sort inventory.
• Lifting:      Must be able to regularly lift and move up to 25 lbs.
• Sensory Requirements:      Close/distance vision, the ability to focus, and the ability to      distinguish colors to accurately verify physical inventory.
• Work Environment:      Comfortable working in a mixed office and warehouse setting with a      moderate noise level (typical of an active call center and fulfillment      environment).