What are the responsibilities and job description for the Call Center Customer Service Representative position at Swoon?
***This is a short-term, 4 week contract - potential for fully remote
Job Description:
BASIC SKILLS: Computer, phone, Intermediate Excel skills (managing and reviewing large sets of data, v-lookups, pivot tables, checking for duplicates, etc.
SUMMARY of ROLE: Worker will be provided list of urgent recalls, need to contact Walgreens stores that have this item, speak to manager, and ensure items are taken off of the shelves and disposed of properly.
SOFT SKILLS: Strong communication, organization, independent worker, flexible on time
• Primary responsibility: Track all Pull & Quarantines and recall actions from start to finish, ensuring tasks are completed on time, and actively follow up on recalls until substantiation is confirmed.
• Coordinate and share Pull & Quarantines/Recall communications with internal teams and field operations, ensuring information is clear and timely.
• Act as a point of contact between Compliance and other teams (Operations, Merchandising, Supply Chain, Quality, Technical) during Pull & Quarantines/Recall events.
• Assist with creating and updating compliance communications, SOPs, and Job Aids.
• Help maintain tools and systems that support compliance tracking and reporting.
• Support team projects and initiatives across the entire Retail Compliance team.
• Assist with other areas of retail compliance, such as alcohol, food safety, tobacco, lottery, and other regulated categories.
• Follow up on actions to help ensure they are completed and properly documented.
• Keep organized records to support audits, reviews, and reporting.
• Keynote: Pull & Quarantines/Recalls can occasionally occur outside of normal business hours, including evenings and weekends. The coordinator must be available to respond as needed, though these events are rare.