Customer Service Representative

Customer Service Representative - Returns Specialist

Warson Brands is looking for an individual to join our Customer Service Team. Our goal is to provide the best customer service, period! Warson Brands* offers a portfolio of ten national brands and over 800 styles of safety footwear for men and women. We have been in the occupational and military footwear business since 1988. We design and engineer footwear for nearly every occupation on the planet. With us, designing and crafting occupational and duty uniform footwear isn't just a sideline, it's our passion, our one and only business.

Our work environment includes:

• Modern office setting
• Work-from-home days

Job Summary

The Customer Service Representative (CSR) will join the Customer Service Department to assist with day-to-day operations and customer service support for all Warson customers. The CSR will be assigned to specific states/customers and work directly with designated customer accounts and territory managers. In addition to managing assigned customer accounts the CSR will respond to incoming phone calls, emails, chats and customer inquiries and direct and / or follow-up, handle and resolve accordingly. Based on business needs this individual will also back up the duties and responsibilities of other customer service / EDI team members due to scheduled time off and other priorities.

Key Responsibilities

• Manage incoming phone calls, emails, chats from all customers (B2B, B2C, EDI, etc.) and Warson Brands territory managers and take appropriate action as needed.
• Accurately and timely processes customer orders via phone, email or chat.
• Address emails in a timely and efficient manner.
• Report on customer order status and inventory levels to customers and sales team.
• Provide backup and flexibility to Customer Service / EDI team members as needed.
• Identify and assess customer’s needs to ensure complete satisfaction.
• Provide customers with accurate and complete information.
• Engage customers & coworkers in a pleasant and professional manner.
• Address issues by analyzing issues and providing appropriate solutions and alternatives.
• Timely follow up to open items to ensure complete resolution.
• Position task list as assigned by Customer Service Manager.
• All other duties as assigned.

Working Conditions / Hours

The following are working conditions that are associated with this position:

• Assigned schedule is 8:30 a.m. - 5:00 p.m. - 40 hours per week. Overtime only as approved by manager.
• 5 days a week in-office for training period (2 -3 months).
• Standard in-office hours are mandatory for 3 days per week with optional work from home a maximum of 2 days per week upon successful completion of training.

Qualifications

• Bachelor’s degree preferred.
• Internal sales or customer service experience preferred.
• Experience in positions requiring significant attention to detail, above-average accuracy, regular independent problem solving, and the ability to multi-task.
• Prior experience utilizing verbal and written professional communication skills to include business composition, and effective writing and speaking.
• A working knowledge of the operation of standard office equipment.
• Basic proficiency in MS Office, ERP (e.g. MAS, Net Suite, Oracle, SAP).
• Demonstrated ability to work successfully in a team environment, functioning for the good of the team over the individual.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in St. Louis, MO 63132