Shinola

Customer Service Representative

US-MI-Detroit
3 weeks ago
ID
2017-1829
# of Openings
5
Category
Customer Service
Company
Shinola

Overview

We are looking for Customer Service Representatives to work throughout the holidays!!! This position will provide a point of contact to support the sale of multi-category merchandise, warranty, replacements, and repair of items. It manages orders to include order entry and also manages all aspects/touch points that affect customer requests. This position is responsible for on time delivery of service. It interfaces with sales, purchasing, and logistics to ensure the accuracy of orders.

Responsibilities

  • Answer and redirect inbound calls on all customer service lines.  Check and respond to voice messages and e-mails.
  • Respond to inbound customer inquiries via phone, email, and live chat for information such as ship dates, order status, product questions, or other existing questions.
  • Ensure customer requirements and expectations are met or exceeded. 
  • General Order Management to include; order entry, coordination of return material authorizations (RMAs) for warranty and exchanges, RMA issuance for repairs.
  • Interface with sales, technical support, purchasing, finance, and logistics in an effort to solve order issues.
  • Collaborate with purchasing, logistics, and finance to ensure proper service delivery, shipping, and invoicing.
  • Manage complaints and issues affecting customer orders.
  • Work collaboratively and cooperatively with colleagues to accomplish shared goals.
  • Meet call management goals through maximum availability in the phone, email, and live chat queue(s).
  • Work cross functionally to ensure customer satisfaction on all customer inquiries.
  • Unpack, inspect, sort, and process return packages.
  • Perform other related duties and special projects as assigned by manager

Qualifications

  • Must demonstrate a strong, positive attitude and ability to handle internal and external customer situations while remaining calm, professional, and in control.
  • Candidate must exhibit the ability to clearly communicate with customers – both verbally and in writing.
  • Must be organized and able to multi-task, specifically as it relates to handling different products and categories, parts, answering phones, managing orders, and performing additional tasks in a fast paced environment.
  • Must be able to actively listen to understand situations and apply the correct priority and sense of urgency to the approach/solution.
  • Must possess exceptional accuracy in data/order entry.
  • Strong computer and telephone skills are a requirement.
  • College or Bachelor’s degree preferred.
  • Minimum 3 years of experience in a customer service role, with data entry experience.
  • Experience in telephone etiquette and protocol.

Note: Shinola is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

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