What are the responsibilities and job description for the Customer Service Representative position at The Step2 Company, LLC?
Step2 proudly employs moms, dads, grandparents, aunts, uncles and everyone in between. We offer an environment of fun and hard work. Our mission of bringing families together isn’t just for our customers. The Step2 family starts with our employees and we’re excited that you’re interested in joining our team!
Job Summary:
The Customer Service Representative communicates with customers by telephone, chat, and email. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. The first point of customer contact for general inquiries like product availability, questions, complaints, pricing, orders, replacement parts, recalls, general product information, etc.
Location: Onsite (Streetsboro, OH Headquarters)
Job Duties:
- Builds and maintains customer loyalty by providing prompt, accurate and friendly customer service.
- Answers calls, chats, and emails pertaining to consumer inquiries, complaints, replacement parts requests, product information, problem solving assembly assistance and retailers carrying Step2 products. Follow-up as required.
- Enters orders via Shopify
- Researches open orders to determine why an order hasn’t shipped, etc.
- Completes appropriate forms for call tag returns, credit, reship processing or LTL issue follow up.
- Documents customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Thinks critically and creatively to find resolution that meets the needs of the end consumer while keeping Step2 profitability in mind.
- Performs other tasks as assigned.
Qualifications and Experience Requirements:
- High School Diploma
- 2 to 3 years related work experience
- Order entry experience - Shopify or other similar platforms, preferred
- Superior communication and interpersonal skills
- Ability to effectively communicate in a positive and comprehensive manner
- Ability to multi-task, prioritize, organize, and manage time effectively
- Excellent problem-solving skills are imperative
- Must be able to work in a team environment as well as interact effectively with other departments
- Able to work in multiple systems with strong PC skills, including MS Word & Excel
- Ability to speak Spanish or French a plus.
Work Environment:
This position will perform most job duties in an office environment where using a computer, software applications, telephone, printer, etc. are essential.
FLSA Status:
Non-exempt
What are the perks?
- Parental Leave
- 401k with Employer Match
- Company Paid Life & Disability Insurance
- Adoption Assistance
- Medical, Dental and Vision
- Premium FREE Medical Plan Option
- Employee Discount
- 10 Paid Holidays
- Advancement Opportunities
Join our family!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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