Customer Service Rep

Description

TITLE: Customer Service Rep

JOB FAMILY: Corp Customer Service Staff

JOB CODE: CUSSRREP

The Customer Service Representative, reporting to the Director Customer Service, is responsible for managing accounts in the apparel industry shipping to specialty, department stores and value channel retailers. Position is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Responsibilities Include, But Not Limited To

• Monitor and process EDI orders – EDI (Electronic Data Interchange; this is the way Major retailers transmit their orders to vendors like LT)
• Allocates inventory across orders, sends pick tickets to the warehouse and reinforce compliance requirements
• Order entry and maintenance
• Maintain and update customer databases
• Following up on orders with customers or sales
• Manage and work with internal departments to resolve customer service issues, including mis-shipments, quality control issues, stock shortages, late product for accounts/ customers.
• Keeps accurate records of all customer interactions and transactions by recording details of inquiries and actions taken
• Answering emails, phone and other miscellaneous items that come up that require attention.
• Delivers exceptional customer service to build customer satisfaction & loyalty
• Provides timely and accurate information to incoming customer order status and product knowledge requests
• Conduct chargeback research
  
  

Education And Qualifications

• 3--5 years’ experience working in a customer service (or similar) role, contact/office environment
• BA preferred or equivalent work experience.
  
  

Skills

• Superb verbal and written communication skills
• Must have excellent email demeanor, exuding confidence with a clear, inviting and professional tone
• Strong analytical/critical thinking skills
• Excellent computer skills and comfort in navigating multiple systems, including Blue Cherry, proficiency in Microsoft Office programs and platforms with an intuitive ability to navigate information systems and different internet browsers
• Excellent time management skills
• Must be able to prioritize tasks efficiently without direction
• A strong passion for the eCommerce, and a passionate interest in learning about our business and products
• Detail and customer service-centric
• Thrive in a fast-paced, high-energy environment, and can cope with the industry's ever-changing pace
• Positive, energetic, and driven to be successful in a challenging and rewarding environment.
• Flexible and able to adjust to the quick and demanding changes of the business.
• Ability to work well both independently, and in a collaborative and team-oriented environment.
  
  

Reporting Structure

• Reports to Director Customer Service
• No Direct Reports
  
  

Status

• Non- Exempt
  
  

This is a 4 day in office role in our Bell Works Office.